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Form of workWho WE Are
We are a leader in the specialty cheese industry serving our consumers by crafting and importing the best cheeses in the world while caring for our employees and our communities.
Who YOU Are
You strive for excellence in your area of expertise and are proud to work at a company producing premium products. You are passionate about continuous improvement, enjoy bringing creativity to your work, and are excited to blaze new trails to grow and improve our business. You foster a positive and rewarding workplace culture by valuing flexibility, work-life balance, and team development while inspiring team members to achieve their full potential.
If this sounds like you, we want you to consider joining Emmi Roth!
Job Summary
The Consumer/Customer Complaints Coordinator is accountable for managing all aspects of complaints from the Quality Assurance perspective. They are responsible for ensuring receipt of complete source information, communication with manufacturing and providing appropriate follow-up and feedback in a timely manner.
Essential Duties & Responsibilities
Support Quality department and company initiatives
Work with and communicate effectively primarily with consumers/customers and coworkers, but occasionally with subcontractors, consultants, etc.
Ensures efficient, accurate, timely intake, research and closure of written consumer and regulatory complaints and follows the appropriate escalation process for sensitive matters
Responsible for accuracy, maintenance, and completion of policies and tracking materials
Assists with department reporting data; performs reasonability checks to ensure accuracy of data and manages accuracy of reports
Effectively communicate, implement, and maintain quality standards at all ER USA locations
Assess complaint data and industry ratios to provide useful, actionable metrics for management
Provide support to laboratory technicians, analysts and operators in the use of quality policies
Maintains safe and healthy work environment by following standards and procedures; complying with legal regulations
Actively assists Quality with internal, 3rd party, and customer audits, as needed
Attend staff and department meetings
May be required to work overtime if deemed necessary with occasional weekend work.
Performs all other duties as assigned by supervisor or member of management
Report any and all injuries to your supervisor or manager at the time of injury
Complete all required training in a timely manner
Adhere to ERU food safety policies and all government food safety and sanitation regulations (ex. FDA, HACCP, GMP, OSHA, FSSC 22000)
Review customer quality requirements and consumer expectations to ensure they are met
Qualifications / Minimum Requirements
5+ years of experience in customer service, compliance, risk management, and or audit areas
HACCP certification and/or Preventative Controls Qualified Individual (or willing to acquire)
Microbiology and food safety training
Knowledge of cheesemaking, Pasteurization Milk Ordinance (PMO), and food safety
Valid Driver's license and insurance
A personal vehicle is required, depending on location
Ability to add, subtract, multiply, and divide whole numbers, fractions, decimals, and percentages
Ability to perform algebraic calculations
Intermediate computer skills including e-mail, word processing, and spreadsheets
Excellent written and verbal communication skills
Ability to work with automated equipment
Ability to multi-task and prioritize under pressure
History of good attendance
Excellent organization and problem-solving skills
Detail-oriented nature
Ability to work with minimal supervision
Travel required on a weekly basis within town or to other ER USA locations
Employment Type: Full time
