Quality & Food Safety Consumer Complaints, Continuous Improvement

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 companys 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 were 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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