Customer Quality

Job Description

This position is responsible for managing a region of customers in EMEA/ASPAC as part of the Global Operational Quality team, division of Pharma Solutions. As a Quality Specialist II/III, the selected candidate will be the first point of contact for the customer (account/region), will address customer questions or issues related to quality for the whole product range and will escalate issues when required.

Responsibilities:

•    Monitor responses to product and service quality complaints for customers and/or the region
•    Identify and escalate customer issues to appropriate internal functions, as needed
•    Partner with appropriate functions (e.g., AD&I, Account Managers, Quality Managers, Regulatory) to address customer issues, as they arise
•    Support customer specification requests through the appropriate work process 
•    Support customer audit requests
•    Support Pharma Solutions quality strategy within the region
•    Support customer queries, working with appropriate roles (e.g., QM, Tech Info) as needed
•    Support updates to product documentation, as needed
•    Assist with quality-related projects
•    Support Quality Agreement work processes
•    Act as the face of IFF with customers

Job Requirements

Qualifications:

•    BS in Microbiology, Chemistry, Biological Sciences, Food Technology, related Science field, or equivalent experience.
•    Demonstrated understanding of product safety and regulatory requirements for food, excipients, cosmetics, and/or API.
•    Ability to work independently to manage work progression and timelines.
•    Shows initiative beyond the scope of a project/task.
•    Fluent in speaking and writing English. 
•    Good communication skills – able to handle difficult conversations and remain calm and solution oriented
 
     Preferred Experience:

•    Experience working in a Good Manufacturing practice environment
•    Experience in conducting root cause analysis and investigations
•    Strong technical writing experience 
•    Ability to work independently to manage work progression and time.
•    Shows initiative beyond the scope of a project/task.
•    Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure