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Quality & Food Safety Consumer Complaints, Continuous Improvement

3 hours ago

ROHRoyal Canin Lewisburg Site, United States Mars Full time

Job Description:

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

What are we looking for?

  • 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

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

What will be your key 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

SAFETY:

· All personal protective equipment should be worn in accordance with legal requirements as well as RC requirements

· Enforcement / Compliance with security policies and internal policies

· Stopping equipment / operational work / external company work in the event of breach of safety /environmental protection / fire protection rules

ENVIRONMENTAL:

· Caring for the environment in its area of responsibility

COMPLAINTS:

· 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

DAILY PANEL:

· Carrying out daily panels

· Analyzing panel results to improve the quality of Royal Canin products

· In case of nonconformities follow NC procedure

NONCONFORM PRODUCT AND CONTINUOUS IMPROVEMENT:

· 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

QUALITY AND SAFETY:

· 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 AND COMMUNICATION

· 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

What can you expect from Mars?

  • 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.

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