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

• 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

• 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
• Serve as backup to the primary PCQI for the site

• 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

• Caring for the environment in its area of responsibility

• 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)

• Carrying out daily panels
• Analyzing panel results to improve the quality of Royal Canin products
• In case of nonconformities, follow NC procedure

• 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

• 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…