JOB SUMMARY: Ensure compliance with GSF and customer standards for food and packaging, and drive customer concerns through to corrective and preventive actions.

ESSENTIAL FUNCTIONS:

1. Manager the customer concern process including the following:
    a. Following up on customer concerns within either the requirements established by the customer, or within GSF’s internal standards.
    b. Escalation of food safety concerns to the facility management team.
    c. Tracking and trending of customer concerns.
    d. Generation of reports to be used in customer presentations, or for distribution to the facility management team.
    e. Working with cross-functional teams to determine root cause, corrective actions, and preventive actions for customer concerns.
    f. Conducting meetings to discuss concerns with the facility management team.
2. Participate on the Food Safety Team to provide insight into customer concerns trends that should be considered.
3. Participate in the product mock recovery program and test exercises.
4. Travel may be required to attend training, quality summits, customer visits, etc. (< 5% travel)
5. Other duties as assigned.

LEADERSHIP/MANAGEMENT RESPONSIBILITY:

• Day-to-day interaction with Quality Systems management to discuss quality strategies for the facility. Also discuss product performance and direction for improvement on Quality Systems.
• Provide direction, training, and support for implementation of various quality initiatives in the facility.
• Serve as a technical resource to the Operations Director, Managers, and Supervisors in troubleshooting and resolving product quality and process-related issues.

PERFORMANCE CATEGORIES:
• Managing multiple projects and priorities while maintaining quality standards of products and programs.
• Troubleshooting quality issues during production using customer concern information, product audit data, operations input, and production data.
• Maintaining good professional interaction with Suppliers and Customers on a frequent basis.
• Working under tight timelines when needed.
• Maintaining an appropriate sense of urgency in resolving quality issues and concerns.

MINIMUM QUALIFICATIONS: 

Education/Certification:

BS Degree in Food Science, Microbiology, Chemistry, or other technical discipline is preferred, but not required.

Experience:

2 or more years in Quality Assurance or related technical field in the Food Industry

Training/Other:

• Knowledge of GMP, HACCP/Food Safety, FSMA, FDA Regulations, GFSI audit schemes, SOP’s, SSOP’s, Sanitation, Food Processing
• Proficiency with Microsoft Office Programs, such as Word, Excel, and Office.
• Familiarity with FileMaker preferred, but not required.

Knowledge, Skills and Abilities:

Knowledge:

• Responsible for responding to customer concerns, tracking and trending data, conducting meetings with management, and issuing corrective action plans.
• Monitor product and process quality through audits, HACCP/Food Safety, analytical testing, mock recovery exercises, product cuttings, and other quality initiatives. 
• Maintain adequate interactions with Suppliers and Customers to better respond to their needs. Liaison for local governmental food safety inspection agencies.
• Manage projects aimed at cost savings, quality enhancements, process improvements, and reduction of customer concerns
• Participate in divisional quality projects and initiatives to ensure company-wide compliance with new regulations and customer standards, to strive toward alignment, and to drive continuous improvement.

Skills and Abilities:

• Act in accordance with GSF’s Creed and Values.
• Good communication skills (both written and oral).
• Ability to participate in and lead problem-solving activities.
• Ability to interact with individuals of varying levels both internally and externally.
• Demonstrate good organizational and time management skills.
• Understand the “larger picture” and use broader perspective of the business in making decisions; provide options as part of decisions and next steps.
• Take initiative and is self-motivated; look for opportunities to improve operations and product quality.
• Use systematic methods to collect facts and make decisions. Provide all facts to relevant parties when a team is involved in making the decisions.