Quality Assurance Customer Care Specialist

Position Summary:

Reporting to the Director, Quality Assurance, the Customer Care Specialist is accountable for the activities primarily related to the complaint process. This includes functionality, accuracy, quality and response timeliness, to our customers/consumers satisfaction.  Other tasks will include tracking/trending KPIs, supporting new product launches with regards to customer quality expectations and recall/mock recall activities.

Key Responsibilities:

1. First point of QA contact for all consumers /customers all incoming contacts. Main liaison with plants.
2. Coordinate investigation, corrective actions and responses.
3. Investigate complaints, provide solutions and authorize issuing of credits.
4. Ensuring robust, quality responses that reach the customer/consumer in a timely fashion.
5. Courteous interaction with Customers and Consumers.
6. Track, trend complaints (quantity, types, timed responses, etc.).
7. Create customer QA reports.
8. Generate internal KPI numbers and reporting monthly.
9. Support claims in CFIA requests and investigations as it relates to complaint histories.
10. Other responsibilities would include recall support (customer contacts).
11. Represent the company and its products to the marketplace, as safe and wholesome food products by having a good understanding and ability to communicate the food safety system.

Qualifications:

• 2-4 years’ experience in Customer Service/Sales within the Manufacturing industry is an asset.
• Post-secondary education in sciences or related field is preferred. 
• Strong data collection and analytical capabilities, complemented by MS Excel skills.
• Ability to meet deadlines and manage multiple tasks simultaneously.
• The specialist is required to be in office from 8:00 AM to 4:30 PM to handle calls received by the toll-free number.
• Demonstrate strong teamwork skills
• Bilingualism (French & English) is an asset

Sofina Foods Inc. is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). Applicants are asked to make their needs/requirements, for the purpose of accommodation under AODA, known to Human Resources when they are contacted for an interview.