Customer Quality Specialist

3 weeks ago

Madison, United States International Flavors & Fragrances Full time

**Requisition ID **:500672**

This position is responsible for providing a superior level of quality related support to internal and external key stakeholders. Individual will participate in cross-functional teams to advise and solve quality related concerns.

As a part of the Customer Quality organization, you will work with global teams and customers to ensure that the requirements and expectations of the business and of our customers are met while in compliance to relevant quality and food safety regulations and standards.

The essential duties and responsibilities include (but are not limited to) the following:

- Ensure adherence to all regulations, quality management systems, and accreditations with an understanding of Quality and Environmental policies and procedures; including, but not limited to, ISO FSSC 22000, GFSI, cGMP for food & Dietary Supplements, ICH Q7
- Partners with business cross-functional teams in order to understand the customer’s vision, strategies, needs, and quality agenda, and IFF’s management plan for customer
- Management of technical commercialization, including risk assessment and approval processes for raw materials, intermediates, finished materials, packaging materials and labelling information under consideration of regulatory, production related, and customer specific requirements
- Provide technical and quality associated support to customers for product and process related requests
- Primary quality customer representative, represents IFF at customer quality meetings and supports customer satisfaction and product assurance meetings. As required, may travel to customer facilities and/or IFF sites where customers are visiting or auditing
- Create and maintain product documentation intended for distribution to customers (i.e., Product Descriptions, Certificates of Analysis, and Statements, etc.)
- Complete and implement customer requests related to the products and manufacturing environment in a timely manner
- Manage product quality and food safety related complaints; including coordination of investigation, determination of root cause and corrective actions, and provide final conclusion to customers
- Manage product master data within SAP and participate in the SAP information flow process for new products and product changes
- Facilitate activities with regards to export related requirements and product registrations
- Manage activities with regards to Kosher and Halal related requests and certificates
- Measure KPI’s, identify improvement needs and manage performance to the satisfaction of the business and customers. Strive for continuous improvement.
- Support other company workflows (i.e., product return, derogation processes regarding early release, and quality deviation)
- Interact and support appropriate key stakeholders, including but not limited to: Product Management, Operations, QC, QA, Sales, Customer Service/Care, and Regulatory

**Job Requirements**:

- Bachelor’s degree required in science or related fields.
- Minimum of 4 years’ experience in food ingredient, dietary supplement, pharmaceutical, quality assurance, quality control or regulatory role.
- Hands-on mentality, service oriented, with good organizational skills, and with high attention to detail. Highly organized, results-oriented and customer-focused with the ability to prioritize and manage multiple tasks.
- Perform responsibilities with a positive attitude and an ability to work with a mínimal level of guidance and supervision.
- Excellent oral and written communication skills. Strong communication, problem-solving, and decision-making skills.
- Must have ability to problem solve using analytical skills
- Comfortable using IT platforms like Salesforce, SAP, SharePoint, etc.
- Ability to draw information from various sources and work with cross functional teams.
- Knowledge of food safety systems, HACCP, GMP’s quality policies, etc.
- WORKING CONDITIONS
- This position operates in an office environment and flexible work from home available

Limited travel may be necessary function of position

SCOPE OF POSITION
- This position reports directly to the Global Customer Quality Manager and has no direct supervisory responsibility.
- Management reserves the right to add or change the duties of this position at any time.

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