Documentation Specialist

Position Objective:

Responsible for leading, facilitating and managing customer request for information relative to quality assurance documentation, 3rd party audits certificates and/or reports, kosher certificates, food safety questionnaires, certificate of analysis (COA's), etc. Ensure timely and accurate provision of information requested. Maintain and manage the Customer Request for Information (CFRI) log and customer files to ensure all requests are captured and responded to within a reasonable timeframe. Provide support to sales, client services and other supply chain functions to drive business objectives. 

Key Result Areas:

Performance Standards

Quality

• Develop and track a key performance indicator's (KPI's) for customer request completion
• Ensure customer quality programs, such as Intelex and ICIX, are maintained, as required
• Oversee Kosher and Halal certificates for all manufactured and factored goods, including private labels
• Post COA's to customer management sites like Intelex, ICIX, etc.
• Manage QA documentation inbox - filing, completing and assigning requests to applicable team members
• Provide timely, professional customer support by way of telephone, fax or email
• Oversee and monitor the completion of all food safety and quality related questionnaires from customers
• Participate in the annual quality management meeting
• Maintain factored good Certificates of Analysis
• Manage daily Exception Report for TraceGains
• Manage customer specification request and in collaboration with the QA team; communicate these specification requirements to the manufacturing sites to ensure requirements are understood and met

Sales

• Complete new customer packets to ensure ABMNA capabilities aligns with customer expectations
• Generate spreadsheets, graphs, reports and letters, as required, on customer requests for information
• Special projects, as needed

Human Resources

• Comply with HR policies and procedures

• Comply with relevant employment laws

Other

• Lead or participate in quality and food safety projects/initiatives, both at corporate and/or plant level
• Other duties/projects, as assigned

essential skills and knowledge

• Bachelor's degree required; technical degree preferred
• Proficient with Microsoft Office programs
• Strong oral and written communication skills
• Excellent organizational, prioritizing and multi-tasking skills.
• Ability to streamline processes and procedures within the role
• Good analytical skills and attention to detail
• Ability to work effectively  in a fast-paced corporate environment
• Ability to work with minimal oversight
• Ability to adjust communication depending on customer (manager, peer, manufacturing facility, supplier, client, etc.)
• Customer service oriented
• Influencing skills to achieve results in a non-reporting relationship
• Working knowledge of food safety and quality management systems like GFSI
• Knowledge of food safety programs like: HACCP, GMP, Allergen Control, Audits, etc.
• Experience with customer information management programs like TraceGains, ICIX, Intelex is preferred.