Complaints & Product Quality Specialist

**Why this job exists?**:

- Follow closely and manage the product performance.
- Manage the Daily Product Panel.
- Managing the process of consumer/customer complaints in order to constantly improve products and increase consumer/customer satisfaction and key contact with markets
- Lead the root cause analysis process in Nexus system, related to process and product deviations and consumer complaints (NC/CAPA/PRIMP).
- Contribute to build and mantain a quality culture in Royal Canin.
- Making recommendations regarding finished product improvements
- Initiating activities and actions improving product quality in cooperation with the QFS department together with support and involvement of other departments (Regional Q&FS, CI, Commercial, Technical, Operations, R&D, others)

**What are we looking for?**:

- Bachelor's degree (Chemical Engineering, Food Engineering or related)
- 1+ years' experience in food, beverage or pet care related manufacturing environment
- Knowledge of Quality & Food Safety Systems
- Strong MS Office knowledge
- Analytical and problem solving skills
- English (advanced)
- Idioma Inglês - Nível Avançado.
- Knowledge in quality control tools (Ishikawa, Brainstorming, Pareto, Histogram, Control Chart, 5W2H, others).

**What will be your key responsibilities?**:

- Active approach to work safety and creating a safe work environment
- Managing consumer complaint process
- Making quality decisions for non-compliant products in accordance with applicable procedures and specifications
- Running the Daily Panel, analyzing and communicating its results
- Organizing and managing work groups to improving product quality
- Initiating corrective actions based on the analysis of complaints and product nonconformities (NC/CAPA/PRIMP)
- Maintaining general communication on product quality for RC factories and Customer Service Departments
- Participate in regular meetings with Consumer Care and Regional Q&FS, to follow-up on main customer complaints and to share key quality initiatives driven in the factory.
- Close cooperation with all departments in the factory and Campus
- Building a quality culture in the company
- Analysis of key qualitative indicators
- Initiate PRIMP in case of critical Customer Complaints Database, support the post incident review and serve as PRIMP Owner backup
- Key User of all applicable Customer Complaints systems
- Manage the PHR process and non-conforming product
- Participate in internal and external audits
- Serves as backup to Q&FS Management System Specialist

**What can you expect from Mars?**:

- Work with over 130,000 like-minded and talented Associates, all guided by The Five Principles.
- Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
- Best-in-class learning and development support from day one, including access to our in-house Mars University.
- An industry competitive salary and benefits package, including company bonus.