Quality Customer Care Specialist

Job Posting

Ready For a Tasty New Challenge?

Overview

The QA-Customer Care Specialist reports to the Director of Quality – Continuous Improvement. The QA-Customer Care Specialist serves as the subject matter expert for customer complaints, inquiries, surveys, questionnaires, and product specification updates/creation into customer portals. This position will ensure that we always provide our customers with world class support and an exceptional customer experience.

What Wonderbrands Offers:

• Wonderbrands believes in Home Grown Talent and accelerated career growth 
• Competitive Compensation, Health, and Dental Benefits
• Pension plan with matching contribution
• Discount program that covers almost everything under the sun – Restaurants, gyms, shopping, etc. 

Responsibilities

• Provide Customer Care team service support with guidance in handling difficult and complex issues so they can be resolved effectively and efficiently.
• Manage the end-to-end process from customer/consumer complaints to close out and process corrective action implementation.
• Assist and coordinate customer presentations including KPIs and trend reports as well as overall company initiatives.
• Manage all customer portals, uploading new and changes to product SKUs, as well as other related QA documentation for all sites across the network.
• Set priorities, plan workload, meet deadlines and achieve the objectives of the department.
• Manage all customer Manufacturing Process sheets for all new and updated changes on product SKUs by customer.
• Complete customer surveys and questionnaires on time providing feedback to customer.
• Follow up with each facility to ensure that corrective actions have been implemented, responses have been issued and communicated to customers.
• Analyze and measure KPIs to determine and improve the effectiveness of all customer activities.
• Perform other duties assigned by the Director of Quality CI and other functional Business Transformation Leaders to support Quality CI initiatives.

Requirements

• Post-secondary education in Food Science or Quality Assurance
• Minimum 2-3 years of experience in Quality Assurance and customer complaint handling on a fast-paced high performance team
• Excellent communication skills (both written and verbal)
• Excellent computer skills (Excel, Word, Outlook)
• Presentation skills
• Attention to details

What is the recipe for a great career at Wonderbrands

Wonderbrands, is a leading Canadian bakery with 140 years of experience in baking packaged breads. We are the makers of Wonder Bread, Country Harvest, D’Italiano, Gadoua, and Casa Mendosa. We have a network of 13 Bakery Manufacturing facilities across Canada.

Wonderbrands, now part of the FGF Brands Group of companies, is unlocking an incredible opportunity for growth through a focus on production innovation capabilities, through a leading-edge supply chain practice and investing deeply in communities where we bake. We are heavily focused on embracing an entrepreneurial drive and a highly collaborative start up culture with an emphasis on cross-functional collaboration.

Disclaimer: The above describes the general responsibilities, required knowledge and skills. Please keep in mind that other duties may be added or this description may be amended at any time.

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