Customer Complaints Specialist North Africa
Customer Complaints Specialist North Africa
Objective is to enable to WIN IN THE MARKET based on Food Safety & Quality, by ensuring that
All Consumer Dairy products that are marketed by the operating company are compliant to Food Safety and Quality requirements of FrieslandCampina, local legislation & meeting customers & consumer requirements.
There is adequate customer quality communication/support in case of crisis which results in effective follow-up to protect RFC reputation, brands & products.
Logistic service providers (eg. warehouses, co-packers, transportation companies) and promotional objects, etc are compliant according national legislation and FC standards.
Ensuring adequate communication and collaboration with the (EM) sites to reduce complaints and quality issues impacting MENA business.
Food Safety and Quality risks are assessed and mitigated related to new and changed products sold by FC NA.
What we ask
- Master Degree, preferably in Food Science
- Experience (min. 5 years) in QA.
- Preferably knowledge of the FC products and production processes.
- Experience in working in multi-functional groups and matrix organization
- Quality Experience with consumer branded product
What we offer
At FrieslandCampina, you'll immerse yourself in a unique, globally connected culture, where collaboration with colleagues across all our businesses is part of daily life. Alongside a competitive salary and comprehensive benefits package, we’re dedicated to your ongoing development, offering abundant opportunities for hands-on learning. Our informal, friendly environment fosters teamwork with passionate professionals who share your drive for excellence. At FrieslandCampina, we empower you with the autonomy and confidence to make a meaningful impact—helping to nourish the world while advancing your career.
Vacancy description
Assuring FU processes are compliant to Foqus & FC standards and relevant customer/country requirements
- Deploys FC policies locally and where necessary implements local Q procedures, KPI or relevant policies (a.o. crisis management, complaint management, HACCP warehouse & transport, store audits)
- Ensures GQR awareness in business unit and gives suggestions for training programs for stakeholders
- Assures resolving of non-conforming products and reduction of Q failure losses Down Stream Supply Chain
Assessment of Food Safety and Quality risks in NPD process
- Collaborates closely with local RA team, Manufacturing QA and Customer Complaints Lead
- Makes sure that risks are addressed by design (at earliest possible stage)
Assuring approved and trusted (FS&Q) outsource partners, following FC SQM processes
- Performs audits in order to bring/maintain outsource partner on FC requirements and follows up on non-conformities
- Monitors the Q performance of outsource partners
- Drives regular Q meetings with outsource partners
Complaint process
- Collaboration with Customer Service departments in assuring an effective complaint management and response system to protect our brands and assure consumer trust and preference.
- Analyses the complaints received and ensures implementation of corrective & preventive actions to reduce complaints
- Actively contacts manufacturing sites in case of bigger or recurring complaints
Issues and crises
- Pro-actively signals FS&Q issues
- Assure Crisis readiness of the Business team
- Is member of the crisis team, responsible for Q&FS risk assessment, Q content of communication, archiving, evaluation, making sure crisis team follows the crisis manual
- Makes sure that crisis team is always prepared, via training and/or mock exercises
Team Details
See all colleagues on LinkedInFor thousands of people every day, we are more than just a dairy company. To our farmers, our employees, the communities we serve, the businesses we work with and the people to whom we bring happiness, FrieslandCampina means something more. For them it's not just about what we do, but who we are.
We value talented people from any background who want to contribute to something bigger than themselves. We encourage all of our employees to make decisions that benefit our entire company. At FrieslandCampina we own our own career and act accordingly. We trust you to make a difference in your job and influence the bigger picture. Working at FrieslandCampina means you are contributing to a better world.
This position reports to Customer Supply Chain Manager - MENA Regoin