SUMMARY:

The Customer Quality Specialist reports to the Senior Quality Assurance Manager and is responsible for managing the full lifecycle of customer complaints, from intake and investigation to resolution and response. This role supports root cause analysis, corrective actions, trend analysis, and KPI reporting to drive quality improvement. The position also handles customer documentation requests, supports external audits, delivers quality orientation training for new hires, and contributes to special projects and broader quality initiatives as assigned.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Receive and triage incoming customer complaints to determine severity, potential risk, and prioritization.
• Communicate directly with customers to gather complaint details and obtain relevant samples or documentation.
• Receive, review, and evaluate customer complaint samples in accordance with established procedures.
• Ensure all complaint records are promptly and accurately entered into the complaint tracking system.
• Perform initial risk assessments of each complaint to evaluate severity, frequency, and potential impact on product quality and consumer safety.
• Review internal documentation and samples (e.g., production records, retains, deviations, non-conformance reports) to gather information for investigations.
• Collaborate cross-functionally with departments such as R&I, Production, Maintenance, Warehouse, and Plant Quality to identify root causes and develop corrective and preventive actions.
• Conduct thorough and timely investigations, ensuring each case is well-documented, complete, and closed appropriately.
• Conduct follow-ups with internal departments to verify implementation and effectiveness of corrective actions.
• Draft clear, professional, and accurate customer response letters summarizing investigation outcomes and relevant findings.
• Analyze complaint data to identify trends, recurring issues, and areas for improvement.
• Maintain and report complaint-related Key Performance Indicators (KPIs).
• Proactively drive continuous improvement in the complaint handling process.
• Escalate high-risk complaints, significant trends, or quality issues to management as appropriate, including those that may result in serious adverse events or pose unacceptable risks.
• Respond to customer documentation or information requests related to complaints or general quality inquiries.
• Participate as an active member of the Internal Audit Team to support the plant’s quality system compliance.
• Plan, schedule, and conduct internal audits in accordance with the internal audit schedule.
• Prepare audit documentation and checklists based on relevant SOPs, policies, and regulatory requirements.
• Interview personnel, review records, and observe operations to assess compliance and identify areas of risk.
• Document audit findings, issue audit reports, and support departments in developing effective corrective actions.
• Monitor and track corrective action implementation and verify their effectiveness through follow-up audits.
• Support audit readiness for external inspections and audits, including regulatory bodies, customer audits, and certification agencies.
• Assist in improving the internal audit program through risk-based planning, scope expansion, and documentation enhancements.
• Participate in new hire orientation by delivering quality-specific training.
• Serve as a backup for supplier quality and regulatory compliance activities.
• Other duties as assigned.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree and a minimum of two (2) years of experience in a manufacturing environment, preferably in food manufacturing; or an equivalent combination of education and experience.
• Experience conducting quality investigations, including root cause analysis and corrective/preventive action planning.
• Internal audit training and familiarity with auditing standards and methodologies.
• Working knowledge of FDA regulations and food safety standards applicable to food manufacturing.
• Strong attention to detail with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office applications.
• Strong interpersonal skills with the ability to work both independently and collaboratively in a team environment.
• Self-motivated with strong organizational and time management skills.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• The ability to perform repetitious work
• The ability to lift up to 40 lbs. can be accommodated
• The ability to work at a computer for extended periods of time
• The ability to meet timelines and have a flexible work schedule