Quality & Food Safety Consumer Complaints, Continuous Improvement

Mars • Lewisburg, OH

9d • Onsite

About The Position

There is an exciting opportunity to join the site R&D team at ROH within the Quality & Food Safety function as the Q&FS Consumer Complaints & Continuous Improvement. This Associate will:
· Initiate activities and actions improving product quality in cooperation with the QFS department together with support and involvement of other departments (CI, Commercial, Technical, Operations, R&D)
· Build a quality culture in Royal Canin
· Make recommendations regarding finished product
· Manage reported consumer/customer complaints to constantly improve products and increase consumer/customer satisfaction and key contact with markets

Requirements

• Knowledge of computer and MS Office
• Knowledge of Quality & Food Safety Systems
• Minimum of a BS in food science or relevant degrees (chemical engineering, biology, etc.)
• 1 -3 years experience in food manufacturing
• Analytical and problem-solving skills
• High interpersonal and communication skills

Nice To Haves

• Preferred specialized education - food technology, commodity science, quality management, chemistry or related

Responsibilities

• Active approach to work safety and creating a safe work environment
• Managing consumer complaint process through customer care team escalations
• Making quality decisions for non-compliant products in accordance with applicable procedures and specifications
• Running the Daily Panel, analyzing and communicating its results
• Organizing and managing work groups to improving product quality
• Initiating corrective actions based on the analysis of complaints and product nonconformities
• Maintaining general communication on product quality for RC factories and Customer Service Departments
• Participate in regular meetings with main markets, to follow-up on main customer complaints and to share key quality initiatives driven in the factory.
• Close cooperation with all departments in the factory and with the headquarters
• Building a quality culture in the company
• In case of PRIMP, can conduct internal traceability
• Analysis of key qualitative indicators
• initiate PRIMP in case of critical Customer Complaints Database, support the post incident review and serve as PRIMP Owner backup
• Key User of the Vital system/Customer Complaints systems
• Manage the PHR process and non-conforming product
• Participate in internal and external audits
• Serves as backup to the primary PCQI for the site
• Conducting full analysis of complaints and responding to complaints to Customer Service Departments
• Analysis of the causes of complaints and product nonconformities and initiating corrective actions directed at continuous improvement of the product quality
• Communication of complaint results and key indicators to internal customers
• Close cooperation with Customer Service, Formulation and Purchasing Departments
• Informing and alerting the Quality Director and SLT members in case of serious product non-compliance (sensitive complaint, serious product non-compliance threatening product safety or brand safety
• Carrying out daily panels
• Analyzing panel results to improve the quality of Royal Canin products
• In case of nonconformities follow NC procedure
• Making quality decisions about non-compliant products
• Using problem solving methods for analysis
• Leading groups improving the visual quality of the product
• Participate in internal traceability exercises
• Keeping an Action Plan focused on reducing consumer complaints and improving product quality in collaboration with PPI and Operation Teams
• Conducting periodic meetings on continuous improvement for customer/consumer satisfaction with key stakeholders (Operations, PPI, etc.)
• Conducting periodic meetings with Customer Service Departments
• General communication regarding complaints and product quality
• Support in the implementation, maintenance and improvement of the quality management system based on ISO 9001, ISO 22000, Mars Standards
• Reporting key Q&FS indicators
• Training: participation in training programs according to a schedule set by the company's management. PCQI trained as per FSMA requirements
• Support and/or conducting, as required, internal training on product quality and quality control procedures

Benefits

• Work with diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
• A strong focus on learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees