Quality Customer Care Specialist

at  Wonderbrands

Job Posting:
Ready For a Tasty New Challenge?
Overview
The QA-Customer Care Specialist reports to the Director of Quality – Continuous Improvement. The QA-Customer Care Specialist serves as the subject matter expert for customer complaints, inquiries, surveys, questionnaires, and product specification updates/creation into customer portals. This position will ensure that we always provide our customers with world class support and an exceptional customer experience.

REQUIREMENTS

• Post-secondary education in Food Science or Quality Assurance
• Minimum 2-3 years of experience in Quality Assurance and customer complaint handling on a fast-paced high performance team
• Excellent communication skills (both written and verbal)
• Excellent computer skills (Excel, Word, Outlook)
• Presentation skills
• Attention to details

• Provide Customer Care team service support with guidance in handling difficult and complex issues so they can be resolved effectively and efficiently.
• Manage the end-to-end process from customer/consumer complaints to close out and process corrective action implementation.
• Assist and coordinate customer presentations including KPIs and trend reports as well as overall company initiatives.
• Manage all customer portals, uploading new and changes to product SKUs, as well as other related QA documentation for all sites across the network.
• Set priorities, plan workload, meet deadlines and achieve the objectives of the department.
• Manage all customer Manufacturing Process sheets for all new and updated changes on product SKUs by customer.
• Complete customer surveys and questionnaires on time providing feedback to customer.
• Follow up with each facility to ensure that corrective actions have been implemented, responses have been issued and communicated to customers.
• Analyze and measure KPIs to determine and improve the effectiveness of all customer activities.
• Perform other duties assigned by the Director of Quality CI and other functional Business Transformation Leaders to support Quality CI initiatives.