Q&FS CI and PH&R

PH&R / Customer Complaints & CI – PCQI – Nom Nom 

 

Nom Nom is improving the lives of dogs everywhere. One meal at a time.

We deliver real, good food for dogs — real, beautiful, droolworthy food, crafted by our on-staff Board Certified Veterinary Nutritionists, and prepped, mixed and portioned in our very own kitchens. Personalized all the way down to the calorie, each meal is formulated to meet the unique needs of every pet we serve. Our Board-Certified Veterinary Nutritionists and staff of world-class scientists make sure of it, researching, studying and innovating nonstop to ensure maximum nutrition from all of our recipes while advancing pet health at large.

We’re a team of pet lovers (duh), complacency crushers (you bet) and doggedly-determined experts (woof) that pride ourselves on serving up the best food possible for our four-legged family.  

We take absolute ownership over everything we do, persistently pushing one another toward creative solutions to complex problems. With a healthy serving of fun when time permits.

(Time always permits.)

 

• The PH&R / Customer Complaints & CI -PCQI manages the Hold and Release processes (mock recalls, review of analytical reports, general hold disposition management in collaboration with site Q&FS Manager and other members of the site teams). Management of reported consumer/customer complaints to constantly improve products and increase satisfaction and key contact with markets. Build out Continuous Improvement Program for Q&FS: By using six sigma processes and tools and strong knowledge of 5S, Visual Management, Standardized Work, Daily Management Systems, Flow / Pull, Value Stream Mapping and Improvement through Kaizen.

RESPONSIBILITIES:

 

• Daily Verification of holds and Micro/FS hold reconciliation. 
• Update daily hold tracker and ensure estimated dates are updated daily. 
• Ensure compliance with all Mars Q&FS Standards to control non-conforming products.
• FP PCQI Record review 
• Manage KPI regarding TAT of held product and dispositions.
• Track reoccurring hold trends.
• Ensure process gaps are escalated for mitigation in Record Review and H&R Process 
• Participate in RCA and incident management. 
• Provide input to Food Safety Team about Non-Conforming Product trends.
• Coordinate review of results to support disposition. 
• Daily PH&R release based on PCQI criteria. 
• Ensure all records are maintained for traceability of held & released Finished Product.
• Ensures communication with external warehouses for FP holds.
• Complete all necessary traceability exercises per requirements. 
• Ensure traceability of all samples, record and disposition. 
• Drive Product improvement to promote continuous improvement in customer satisfaction. 
• Complaints Management and CAPA incident Management related to customer complaints. 
• Participate in morning meetings and all provide all necessary records. 
• KPI’s
• Tracking 
• Consumer Complaints Reporting and Management Review.
• Provide Communication and information to sites and associates. 
• Drive TAT, Response time on Customer Complaint investigations & PRIMP resolutions. 
• Monitoring and analysis of KPI and CPT (complaints per thousand) to drive improvement through RCA
• Foster collaborative relationship between manufacturing and market units 
• Attend FP monitoring Mgt (formulations) focus on top 3-5 Complaint Investigation
• Coordinate/Escalate. CC data in both Mars and/or Nom Nom complaint tracking systems. 
• Interface with customer care team
• Collaborate with Customer Experience Team to align goals and strategies.
• Participating in site TLT Deep dive on customer complaints 
• In depth investigations into trending issues, initiate PRIMP’s when applicable.
• Other duties as assigned.

Qualifications:

 

• College Diploma /University degree in science or equivalent level of experience. 
• Knowledge of Quality & Food Safety Systems, along with Analytical and problem-Solving Skills. 
• 3–5 years of work experience in a Food manufacturing environment.
• Experienced in auditing, quality systems, and laboratory techniques.
• Knowledge of computers and MS office along with knowledge of Quality and Food Safety Systems. 
• High interpersonal and communication skills foster the ability to build trust and rapport with employees at all levels.
• Proficiency in Google Workspace, Microsoft Office Suite, power BI, and spreadsheet tools

 

Competency

 

• Analytical
• Responsible
• Curious
• Efficient
• Results Driven
• Team Player

BENEFITS:

 

• Competitive pay
• Associate Discount
• Medical, Dental, Vision, Prescription and much more
• Health Savings Account and FSA
• 401K with a match to 4%
• We pay 100% of Short Term and Long-Term disability
• Life Insurance 
• Paid holidays and vacation 
• Formal training and opportunities for career progression

 

Nom Nom embraces inclusion, diversity and equal opportunity. We're committed to building a team that represents a variety of backgrounds, perspectives, and skills. Nom Nom is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.