Sensory Coordinator & Customer Care

About the role 

The Customer Quality & Quality in Design (QID) Coordinator is responsible for ensuring that products are designed with quality and customer value at the forefront. This role also is responsible to ensure that the customer feedback (complaints, enquiries, technical documentation requirements, etc.) are addressed in a timely manner. The role involves collaboration with customer, CI&TS, Sales and plant operations to integrate quality principles into the product, process and facility design process and ensure that customer needs and expectations are met or exceeded at factory level. The person will lead initiatives to enhance customer satisfaction, reduce complaints and drive continuous improvement within the factory. 

Key responsibilities include

• Monitor and analyze customer feedback, complaints, and quality metrics to identify trends and areas for improvement. Collaborate with cross-functional teams, including production, engineering, and customer service, to address quality issues and implement corrective actions
• Provide input/feedback to customer care to answer cases and complaints
• Ensure that BC quality standards are built into the product design and development processes for the factory through timely inputs to product transfers & new product introductions.
• Collaborate with product development, engineering and project teams to ensure customer requirements are understood and integrated into product design for the factory and into product transfers
• Participate regularly in NPI / PTF project reviews to conduct quality risk assessments to identify potential issues with respect to the factory/process and recommend improvements and resolve these timely. Including the review of new ingredients
• Lead cross-functional teams in root cause analysis (RCA) and corrective action initiatives for design-related quality issues (NPI/PTF)
• Foster a culture of quality, customer focus & compliant innovation within the project teams through training and awareness programs.
• Ensure that customer expectations and compliance requirements are clearly communicated to the factory team and met.
• Be part of customer audits and drive customer satisfaction improvement at factory level.
• Work with the QA Performance and Projects Manager for new projects that interrelate
• Quality Culture advocate
• Sensory Coordinator of the Plant
• External Lab sampling preparation and shipment, coordinate with Laboratory Head for the External lab method
• Actively involved as PIC for Master of Taste BC programme 

About you

• Bachelor’s degree in chemistry, Biology, Microbiology, industrial/business engineering or Food Science or equivalent (or engineering degree with 5 plus years in food quality assurance)
• A minimum of 5 years’ experience in quality, CI&TS, operations, engineering, process
• A former role with customer’s interactions is a plus
• Knowledge in food safety, including formal training in HACCP
• Formal training in Global Food Safety Initiative (GFSI) food safety standards, preferably FSSC22000 or British Retail Consortium (BRC).
• ASQ certification is a plus 
• Strong written & verbal communication skills, analytical ability, leadership strengths and ability to work effectively with a team are required (computer software skills to include Word, Excel and PowerPoint required).
• Solid knowledge of HACCP, GMP, Pathogen Environmental Monitoring and Facility/Equipment Design.
• Strong interpersonal skills.
• Ability to multi-task, drive multiple projects to completion