Customer Quality Analyst II - Food Beverage Manufacturing

At Niagara, we’re looking for Team Members who want to be part of achieving our mission to provide our customers the highest quality most affordable bottled water.

Consider applying here, if you want to:

Work in an entrepreneurial and dynamic environment with a chance to make an impact.

Develop lasting relationships with great people.

Have the opportunity to build a satisfying career.

We offer competitive compensation and benefits packages for our Team Members.

Customer Quality Analyst II - Food Beverage Manufacturing

The Customer Quality Analyst II is a dedicated customer quality team member responsible for monitoring, analyzing, and responding to customer requests, questions and/or concerns regarding the quality of Niagara Bottling products. The Customer Quality Analyst II must have complete knowledge of the company’s products and services and be able to communicate effectively in conversations with unsatisfied customers. This position and the Customer Quality department interacts and collaborates across all levels of the organization internally (i.e. Sales, Marketing, Legal/Risk Management, Customer Service, Manufacturing Plants, R & D…), as well as Customer’s Third-Party external vendor/suppliers (i.e. Claims/Risk Management, Quality Assurance) to assist with mitigating product liability risk.

Essential Functions

Works with the Corporate QA team, Plant QA teams and Sales Managers to ensure that all customer quality expectations are met

Interact with the Niagara Consumer Affairs team to collect complaint information and provide complaint data reports and/or trend charts to customers when necessary.

Provide answers for customer questions, communicate QA Investigation results through phone calls and email regarding product characteristics, ingredients etc. in a timely, accurate and professional fashion

Work with Plant QA Teams to provide corrective action reports to customers when requested

Ensure customer required testing is being conducted and data is reported to customers in a timely manner.

Ensure that Customers are informed of any updates such as package changes, product additions, date code format changes, etc.

Ensure that all customer portals and/or databases are maintained with current Niagara Quality information

Interact with customer’s quality assurance department when samples or technical information is requested.

Direct communication between customers and Niagara quality staff, ensuring that all outgoing communication received by the customer is professional, concise and consistent

Redirect any non-quality related questions and/or issues to the appropriate person in Niagara Bottling

Escalate quality related issues to the appropriate point of contact

Ensure that customers receive all required regulatory information and certifications. (i.e. kosher certificates, SQF certificates, 3rd party audits, etc.)

Please note this job description is not designed to contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without prior notice.

Qualifications

Minimum Qualifications:

2 Years – Experience in Auditing and evaluating product and procedure performance.

2 Years – Experience in Product testing and evaluation with focus on Food Science.

0 Years – Experience managing people/projects

*experience may include a combination of work experience and education

Preferred Qualifications:

4 Years – Experience in Auditing and evaluating product and procedure performance.

4 Years – Experience in Product testing and evaluation with focus on Food Science.

2 Years – Experience managing people/projects

*experience may include a combination of work experience and education

Competencies

Problem Solving - identifies and resolves problems in a timely manner; gathers and analyzes information skillfully.

Speaks and writes clearly and persuasively in positive or negative situations; able to read and interpret written information.

Works well across multiple departments.

Demonstrated ability to listen and dictate proficiently to accurately document customer feedback.

Must have a high attention to detail to ensure accuracy, appropriate response and customer satisfaction

Proficient in Microsoft Office suite (Outlook, Word, Excel, and PowerPoint); Wilke CRS System & Enlight Knowledge-Base tool

This position embodies the values of Niagara’s LIFE competency model, focusing on the following key drivers of success:

Lead Like an Owner

Makes safety the number one priority

Keeps alert for safety issues and escalates immediately

Effectively prioritizes tasks based on department goals

Shows respect to others and confronts interpersonal issues directly

Prioritizes resolution of customer issues effectively

Responds promptly and honors commitments to internal and external customers

InnovACT

Makes recommendations to continuously improve policies, methods, procedures, and/or products

Demonstrates adaptability by reacting appropriately to unexpected changes in situations or circumstances

Increases performance through greater efficiency

Find a Way

Seeks to develop technical knowledge through learning from other experts

Understands interdepartmental impact of individual decisions and actions

Seeks solutions rather than placing blame

Empowered to be Great

Consistently looks for ways to improve one’s self through growth and development opportunities

Communicates clearly and promptly up, down, and across

Communicates effectively to manage expectations

Education

Minimum Required:

Bachelor's Degree in Business, Engineering, Food Technology, or related field or equivalent work experience.

Preferred:

Master's Degree in Business, Engineering, Food Technology, or related field.

Certification/License:

Required: N/A

Preferred: N/A

Foreign Language

Required: None Required

Preferred: None Required

Typical Compensation RangePay Rate Type: Salary

$68,846.00 - $99,828.00 / Yearly

Benefits

Any employment agency, person or entity that submits a résumé into this career site or to a hiring manager does so with the understanding that the applicant's résumé will become the property of Niagara Bottling, LLC. Niagara Bottling, LLC will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.

Employment agencies that have fee agreements with Niagara Bottling, LLC and have been engaged on a search shall submit résumé to the designated Niagara Bottling, LLC recruiter or, upon authorization, submit résumé into this career site to be eligible for placement fees.

R43229

Remote/Remotely/Tele/Telecommute/From home