Customer Advocacy Latam

**Role purpose**
The CA/TQ Coordinator will providing technical quality resources to internal and external customers, responding to quality related customer requests, maintaining quality related documentation and facilitate resolution of quality issues. Will be responsible for oversight of the Quality Technical team provide support, advice and direction as needed for them. The CA/TQ Coordinator will perform risk assessment and oversight 3rd party, business partners, warehouses, tollers, wash stations, and transport (incoming and outgoing). This supervision includes ensuring local programs and products comply with T&L policies, specifications, food safety standards, government regulations, and best practices and continuous improvement activities. The role will provide guidelines and support for T&L Quality Assurance to implementation of the quality, food safety programs and customers and regulatory requirements to ensure product quality and customer satisfaction. Assist with improvements to key business processes which have an impact on TQ to enable better ways of working and achievement of agreed SLA’s

**Accountabilities**:

- Provide quality and food safety support to key customers in terms of enquiries, questionnaires, portals, surveys, customer specification updates, nutritional data, religious certifications, export certifications and other information as required within the LATAM region.
- To be a key point of contact between internal and external customers for all quality and food safety related queries and to proactively engage with the Commercial team (SI/FS Sales, Product Management), ATS and Quality Team as required to successfully resolve quality roadblocks.
- Provide support to enable and empower our employees and contractors on EHSQS matters to ensure everyone is engaged in shaping our EHSQS programs.
- Introduce and implement the quality processes and tools required to ensure product quality and customer satisfaction.
- Assess and monitor Quality/Food Safety Management System and products in the 3rd party, business partners and suppliers, under scope.
- Ensure regulatory compliance of T&L Supply Chain operations, through sanitary licenses, technical professional register and compliance with quality and food safety legislations.
- Drive requirements and solutions with all internal stakeholders such as Quality, ATS, Manufacturing, and Logistics teams to support customers’ requirements.
Support SC and Logistics teams with problem solving, tracking of open issues, and timely disposition of all defective materials.
- Cultivates and maintains strong partnerships with key stakeholders inside-and-outside of the department.

**Main accountabilities**:

- Provide and maintain product information such as customer specifications, testing parameters, shelf life, nutritional data, MSDS, technical data, regulatory compliance, quality audits, religious certifications
- Conduct the qualification process perform by the customers, providing the information requested in the questionnaires, including process information related to the products, in order to maintain the company’ status as a qualified supplier
- Coordinate customer audits and facilitates NDA process.
- Assist the customers’ audit process and forward the requested documents in order to meet the specified requirements
- Populate and maintain various portal platforms (customers, regulatory, others) with quality information, and ensure accurate up to date information is always available
- Issues or approves continuing guarantees, quality agreements, special customer quality or shipping requirements, quality statements
- Issue or approve products quality certifications for regulatory compliance, religious, organic or GMO status and potential product impurities.
- Delivery and communicate timely customer complaint responses
- Review and facilitate customer claims related to quality complaints
- Facilitate resolution of quality complaints with customers
- Work closely with Quality, Sales, Product Management, ICD, Technical Service, Customer Service and Supply Chain related to customer/product issues
- Support the specification review process by liaising with all key stakeholders (internal and external)
- Negotiate specification reviews with customers
- Approve process and product specification changes
- Facilitate and review customer notifications for change management
- Support the creation of internal ingredient and packaging specifications, as needed
- Develop technical quality and food safety response letters to customers, based on legislation and other necessary technical information
- Participate in key business processes such as MOC, QMM, PLM Workflow approvals, IPX, IAP and others as required by the nature of the role to ensure all changes to specifications, policies, customer requirements and legislation updates are effectively communicated, controlled, approved and implemented to mitigate risk to the business.
- Fulfil any other reasonab