Customer Quality

POSITION TITLE: Customer Quality & Quality In Design (QID) Lead

REPORTING TO: SR Quality Assurance Manager

LOCATION: St Albans, VT

ABOUT THE COMPANY:

Barry Callebaut is a global organization poised for growth; a company which has embraced the vision to delight its customers, while out-performing its competitors, a business which is committed to sustainability, has innovation in its DNA, is a leader in complex manufacturing and supply chain solutions and is focused on being a best-in-class employer. Barry Callebaut seeks diverse and passionate people who thrive in a dynamic environment, focused on continuous learning, living BC's Values and of course loving chocolate.

SCOPE AND RESPONSIBILITIES:

The Customer Quality & Quality in Design (QID) Lead is responsible for ensuring that products are designed with quality and customer value at the forefront. This role also is responsible to ensure that the customer feedback (complaints, enquiries, technical documentation requirements, etc.) are addressed in a timely manner. The role involves collaboration with customer, CI&TS, Sales and plant operations to integrate quality principles into the product, process and facility design process and ensure that customer needs and expectations are met or exceeded at factory level. The Lead will lead initiatives to enhance customer satisfaction, reduce complaints and drive continuous improvement within the factory.

SHIFT HOURS:  Monday - Friday with flexibility

Key Responsibilities:

The duties and responsibilities described are not a comprehensive list and that additional tasks may be assigned to the employee from time to time; or the scope of the job may change as necessitated by business demands. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
● Monitor and analyze customer feedback, complaints, and quality metrics to identify trends and areas for improvement. Collaborate with cross-functional teams, including production, engineering, and customer service, to address quality issues and implement corrective actions.
● Provide input/feedback to customer care to answer cases and complaints
● Ensure that BC quality standards are built into the product design and development processes for the factory through timely inputs to product transfers & new product introductions.
● Collaborate with product development, engineering and project teams to ensure customer requirements are understood and integrated into product design for the factory and into product transfers
● Participate regularly in NPI / PTF project reviews to conduct quality risk assessments to identify potential issues with respect to the factory/process and recommend improvements and resolve these timely. Including the review of new ingredients.
● Lead cross-functional teams in root cause analysis (RCA) and corrective action initiatives for design-related quality issues.
● Foster a culture of quality, customer focus & compliant innovation within the project teams through training and awareness programs.
● Conduct regular reviews of customer quality performance and present findings to senior factory management. Lead quality improvement projects that are required by the customer and act as the connection between factory and regional customer quality.
● Ensure that customer expectations and compliance requirements are clearly communicated to the factory team and met.
● Be part of customer audits and drive customer satisfaction improvement at factory level.
● Work with the QA Performance and Projects Manager for new projects that interrelate and that exceed customer expectations
● Quality Culture advocate

ABOUT YOU:

The Customer Quality & Quality in Design (QID) Manager/Supervisor will have a solid knowledge of food safety systems to include HACCP, QMS / BRC requirements and a technical knowledge of food safety regulatory requirements. They must be able to work independently, work well under pressure, be proactive, and handle multiple tasks/projects simultaneously. They will ensure industry standards for food safety and quality systems are implemented and effective at a complex manufacturing site.
● Bachelor's degree in chemistry, Biology, Microbiology, industrial/business engineering or Food Science or equivalent (or engineering degree with 5 plus years in food quality assurance)
● A minimum of 5 years' experience in quality, CI&TS, operations, engineering, process
● A former role with customer's interactions with customer complaint investigations, and customer support on customer documentation and customer requests and changes
● Experience with Management of Change
● Experience with Commercialization's
● Continuous Improvement experience
● Formal training in Global Food Safety Initiative (GFSI) food safety standards, preferably FSSC22000 or British Retail Consortium (BRC).
● ASQ certification is a plus
● Solid knowledge of HACCP, GMP, Pathogen Environmental Monitoring and Facility/Equipment Design.
● Strong written & verbal communication skills, analytical ability, leadership strengths and ability to work effectively with a team are required (computer software skills to include Word, Excel and PowerPoint   required).
● Strong interpersonal skills.
● Ability to multi-task, drive multiple projects to completion.
● Flexibility in working hours and on call as we are a 24/7 facility
● Twist, stretch, reach overhead, frequently
● Able to stand/sit for long periods of time
● Able to walk up and down stairs
● Must be able to work in a variety of weather conditions and temperatures inside and outside the facility
● Noise level can exceed .85 decibels
● Ability to use computer screens, mouse, keyboards, phones, copiers, general office equipment
.
What you can expect from Barry Callebaut:

● Competitive salary and comprehensive benefits package
● 12 paid holidays, generous PTO, plus your birthday off
● Environment that welcomes workplace flexibility
● An atmosphere where diversity is embraced, and inclusivity is second nature. We call it #OneBC Just ask our champions with the Americas Women's Forum and the Racial Equality Forum
● Ability to grow personally and professionally within an organization that values development and internal career growth
● Be part of our mission in making sustainability the norm through Forever Chocolate with priorities centered around prospering farmers, zero child labor, carbon and forest positive, and creating 100% sustainable ingredients in all of our products.