• Job Description

  Req#: 490912

  Flagstone Foods:

  At Flagstone Foods, we believe appreciation grows goodness. We have an appreciation for our customers, our employees, and the communities in which we live. Appreciation is our main ingredient!

  Headquartered in the North Loop of Minneapolis with plants in Robersonville, North Carolina, El Paso, Texas, and Dothan, Alabama, we are one of North America’s largest manufacturers and distributors of “feel good snacks,” like flavorful snack nuts, innovative trail mixes and wholesome dried fruits…and we are adding to our team! We hire creative, thoughtful, and entrepreneurial team members. If you share our enthusiasm and appreciation for goodness, you too may find a home with Flagstone Foods.

  POSITION: Customer Quality Program Specialist

  REPORTS TO: Consumer Affairs Manager

  Position Summary

  Work closely with our customers, consumers, and internal teams to ensure any quality issues or concerns are processed and completed timely and accurately. Work with various teams to help deliver best in class quality and customer service that will ensure high levels of customer satisfaction. Build sustainable relationships of trust through open and interactive communication with customers and business associates along with building quality weekly, monthly, and ad hoc reports to internal and external groups.

  Essential Functions

  • Operate as the primary liaison between Flagstone Foods and our customers, providing support for customer and consumer quality requests.
  • Build expertise and knowledge of Flagstone Food business to support and direct incoming customer questions and quality issues, then monitoring, reporting, and ensuring timely resolution.
  • Directly support the Product Withdrawal and Recall Management program.
  • Ability to collect, enter and analyze data within data collection portal for reports.
  • Respond to customer requests for special correspondences including sending prepared response letters to customer and consumers as needed.
  • Analyze customer and consumer quality complaint, determine trends and tracking action register for each plant.
  • Support cross functional teams on the customer issue process, including effective investigation techniques and root cause analysis.
  • Draft professional and formal customer responses following complaint investigation.
  • Keep records of customer interactions, assist with quality complaints, provide appropriate solutions, and escalate to the appropriate team within the time limits and follow up to ensure resolution.
  • Follow and work with a decision tree to identify the code/item and communicate to the correct plant.
  • Support organization processes needed to effectively achieve food safety, regulatory compliance and meet SQF requirements, as related to consumer affairs.
  • Support cross functional teams via on-site facility visits, when needed.
  • Perform other job-related duties as assigned.

  Qualifications (Education/Experience)

  • Bachelor’s degree in Business, Quality, or related area or an equivalent combination of education and experience.
  • Minimum of 2 years experience in the areas of quality, customer service or consumer affairs.
  • Strong skills in CAPA and Continuous Improvement processes.
  • Excellent organizational, record keeping, attention to detail and communication skills.
  • Demonstrated ability to work well within cross-functional teams as a team player.
  • Strong work ethic, the ability to multi-task and generate high-quality results under tight deadlines.
  • Strong computer skills in Word, Excel, and Power Point. Knowledge and use of quality and/or CRM software systems a plus.

  Physical Requirements

  The physical demands described within the Essential Functions section of this job description are representative of those that must be met by an employee to successfully perform this job. Other duties or tasks may be assigned as required. Management may modify, change, or add to the duties of this description at any time without notice.

  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to:

  • Communicate with others both verbally and in writing.
  • Be independently mobile.
  • Use a computer and keyboard.

  FLSA Designation: This position is Salaried Exempt and is not eligible for overtime.

  Work Location: Minneapolis, MN

  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

• About the company

  Flagstone Foods is a leading distributor of private label healthy snacks, designing customized solutions that meet the unique needs of the nation’s premier retailers.

Notice