The Quality & Food Safety Continuous Improvement Coordinator manages the consumer complaint process by escalating issues through the customer care team and making quality decisions for non-compliant products in accordance with established procedures and specifications.
This role analyzes daily quality data via the Daily Panel, communicates results, and supports work groups dedicated to enhancing product quality. The coordinator initiates corrective actions based on the analysis of complaints and product nonconformities, maintains ongoing communication with RC factories and Customer Service Departments, and participates in regular meetings with key markets to follow up on major customer complaints and share factory-driven quality initiatives.
What are we looking for?
Minimum
Preferred
What will be your key responsibilities?
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
NONCONFORMING PRODUCT AND CI:
- 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:
- 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.
- Best-in-class 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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