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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