Quality and Customer Liasion

SUMMARY:
Quality and Customer Liaison
JHB South

A well known manufacture has a vacancy for a Quality and Customer Liaison , the successful incumbent will be responsible for the complaints management function to investigate customer complaints, track and trend, report, drive continuous improvement within the business and ensure adequate root cause analysis is carried out to effectively address issues.
Should you have any questions, contact Kaylin or Antoinette.

POSITION INFO:
Responsibilities:

Key contact/ coordinator between Sales, Marketing, R&D and Quality departments (or other) as part of the scope of work
Main technical contact for sales and customers to book customer site visits, audits, quarterly reviews, reports, exchange certification information, drive corrective actions, complete food safety questionnaires, driving audit corrective action close outs, problem solving, communication, maintaining solid relationships and thereby ensuring customer satisfaction and growth.
Responsible for ensuring site compliance with customer requirements through communication and orientation and QMS revision.
Regular reviews and feedback sessions to ensure compliance.
Responsible for review of all customer platforms and databases and alignment internally to ensure adequate and effective alignment and compliance internally.
Main customer technical contact.
Maintain healthy customer relationships by frequent telephonic and electronic engagement and timeous effective communication. Prepare monthly reports and submit timeously.
High quality root cause investigations and complaint answers delivered on time. Tracking and reporting of response timelines against customer requirements.
Maintain complaints database up to date.
Weekly and monthly customer complaint reporting.
Responsible to drive implementation and maintenance of corrective measures from complaints and audits across all business functions in order to achieve KPI.
Participate in store and trade visits to gain understanding of product handling and application by customers or as part of compliant investigation process.
Drive continuous improvement of all quality processes.
Coordinate for shipments of products for international customers, also sample/ stock collection and preparation
Responsible to act as Quality Manager during interim periods as the business may require from time to time.
 
Experience & Education:

Degree in Food science/ Food Technology/ Quality Management.
Minimum of 7 years in Bakery/ Dairy and Non – Dairy operation.
Well vest with MacDonald’s, Woolworths and QSR.
Experience in change management.
A minimum of 3 years auditing experience.
Good analytical, communication and problem-solving skills.
Advanced Excel and Power Point skills
Able to speak, write and read English.
Discreet with excellent writing skills.AIB, FSSC experience and knowledge.
Accountability and responsibility.

Only short listed candidates will be contacted.