Quality Customer Support Specialist

Quality Customer Support Specialist

Reports To: Director, QA & Food Safety

Ciranda is a company rooted in 5 core values which include: Curiosity, Courage, Collaboration, Clarity, and Character. These values shape Ciranda's culture and drive our success, making us a remarkable company to engage with.

Job Purpose Summary

Under the direction of the Director of FSQA, the Quality Customer Support Specialist responsible for ensuring timely response to customers who have food safety or quality concerns. These concerns could include complaints, specification questions, and other technical inquiries. This individual shall act as subject matter expert on the manufacture and composition our food ingredients, with particular support to the Ciranda Sales Team and Ciranda’s customers. This position maintains excellent service to our customers by taking prompt action to answer any product questions and concerns that arise.

Responsibilities

• Serve as a technical resource on the manufacture, composition and specifications of all ingredients sold by Ciranda.

• Provide direct guidance to customers as it relates to food safety and quality concerns, working closely with Sales and Customer Service Teams to answer customer questions.

• Coordinate formal response to customer complaints and ensure appropriate follow-up, including the communication of corrective actions back to the customer.

• Provide COA’s and other documentation to customers, as needed.

• Review any customer specification requests

• Present employee training on food safety & quality topics, as assigned by FSQA Director

• Recommend testing and other evaluation of new products and/or products from new suppliers and for annual product audits.

• Prepare and maintain the library of quality technical documents (e.g. Technical Data Sheets, SDS, statements, etc.) needed to fulfill customer requests

• Coordinate the completion of product commercialization and discontinuation tasks that are assigned to the FSQA Team.

Required Education & Experience

• Bachelor's degree in food science or related field.

• Minimum of 5 years of experience in food manufacturing or research and development.

• Extensive knowledge of food chemistry and food application.

• Experience with vegetable oils and/or carbohydrate-based ingredients is preferred.

• Some domestic or international travel may be required.

Desired Competencies

• Technical Skills: Possesses solid knowledge of the different food materials, properties, hazards and processes; as well as relevant food safety regulations, certifications and guidelines (HACCP, ISO, FDA).

• Interpersonal Skills: Ability to work effectively with different stakeholders, including cross-functional internal teams, suppliers, customers and auditors.

• Analytical Skills: Carries sharp analytical skills to collect, process and interpret quality data and information, apply logical and critical thinking and identify patterns, trends and anomalies to make recommendations.

• Learning Skills: Own a keen interest and ability to learn new things and update knowledge and skill including maintaining an awareness of the latest developments and changes in regulatory standards.

• Customer Service: Ability to communicate and problem solve with people inside and outside of the organization.

• Collaboration: Develops cooperation and teamwork while participating in a group, working toward solutions which generally benefit all parties.

• Communication: To convey and exchange thoughts, opinions, or information verbally or in writing effectively and professionally.

• Attention to Detail: Thoroughness in accomplishing all tasks through concern for all the areas involved, no matter how small.