QA Customer Support Specialist

QA Customer Support Specialist

Lisle, IL

Unilever’s mission is to add Vitality to Life.  We meet everyday needs for nutrition, hygiene and personal care with brands that help people feel good, look good and get more out of life.

Unilever is among the Top 70 of the Fortune Global 500 Companies.  We are also one of the world’s leading suppliers of fast moving consumer goods in foods, household and personal care products.  Our purpose is to meet the everyday needs of people everywhere – to anticipate the aspirations of our consumers and customers and to respond creatively and competitively with branded products and services, which raise the quality of life.

POSITION SUMMARY:

Support QA/technical relationship with customers and manufacturing sites on existing products. Works directly with customers (and sales, customer service) and internal resources in obtaining requested information, problem resolution, and identifying opportunities for improvement. Supports all branded and custom product categories for both US and Canada. Works with manufacturing sites (co-packers and Unilever plants) on customer requirements, Unilever requirements, and customer/third party audits. Reports to Category QA Manager who, in turn, reports to the UL Foodsolutions Americas Supply Chain Director. This position is based in Lisle, IL.

ESSENTIAL DUTIES & RESPONSIBILITIES:

1. Responds to customer complaints, inquiries, and audit requirements with appropriate sense of urgency and business criticality.

2. Interfaces with QA/QC/Mfg and Sales or Customer Service (or other groups) in problem resolution, and continual improvement.

3. Maintains specifications and technical information in third party websites for customers as well as for export to the external Unilever Foodsolutions’ website. Updates Unilever Foodsolutions’ portal as a resource for internal customers.

4. Provides coverage for customer complaint process as required.

5. Monitors industry news, determines what may be pertinent to business and proactively prepares for related customer inquiries.

6. Conducts Quality portion of Systems training for (primarily) Sales new hires.

Challenges:

1. Maintain close relationships with all customers as assigned or through customer response. (Requires good interpersonal skills).

2. Interact with Customer Service/Sales/R&D to interpret customer requests and issues (identify root cause or real nature of request or problem).

3. Deliver better than expected response on inquiry replies and problem resolution to build strong internal and external customer relationships.

4. Interaction with other groups (internally) to meet or exceed customer needs as effectively and efficiently as possible.

5. Work with external and shared services in cross-functional and effective manner to achieve customer & business goals.

6. Work with Marketing and SMT to maintain appropriate flow of information for new products, as well as changes to existing products, to ensure accurate and current information on internal and external websites.

KEY REQUIREMENTS:

1. Bachelor’s degree, preferably in Food Science or related field. Knowledge of GMP and HACCP principles a plus.

2. 3 - 6 years of progressive experience in Quality Assurance or related field preferred. Experience in working with customers or consumer response preferred.

3. Project management and technical software skills (Excel, Access, SAP, InterSpec, etc.) required.

4. Excellent communication (written & oral) and organizational skills required.

Skills

• Working Knowledge: Alliance and Relationship Management – Consumer & Customer Focus

• Working Knowledge/Basic Appreciation: Managing Quality, Safety & Environment –QA & Consumer Safety (WK), SHE (BA)

• Basic Appreciation: Applying and Driving continuous improvement – in particular the use of Root Cause Analysis and problem resolution techniques

• Fully Operational: Product, Process and Packaging Expertise

• Working Knowledge: Negotiation

• Working Knowledge: Utilization of Information Technology

• Basic Appreciation: Project Management

Competencies:

• Passion for Growth: Needs to get excited about growth and improvement opportunities.

• Organizational Awareness: Needs to understand who, what and where to get information needed.

• Holding People Accountable: Successfully balances multiple projects / work assignments, consciously factoring in urgency and impact to Business.

• Strategic Influencing: Needs to be able to work with internal and external customers and gain support for QA issues/initiatives.

• Team Commitment: Needs to participate effectively as key member of the customer/mfg support team.

Unilever offers a competitive compensation package which includes:  Medical & Dental Plans, Life Insurance, including spouse & children, Health Care Flexible Spending, Dependent Care, Retirement & Savings Plans, Tuition Reimbursement, Paid Vacation and Holidays.

Visit our website at www.unileverusa-careers.com or to apply now, click on the link below.

https://recruitment.unileverservices.com//MAIN/careerportal/job_profile.cfm?szOrderID=18369

Unilever is an equal opportunity employer.  It prohibits discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status or any other legally protected status in accordance with applicable federal, state and local laws.

Employment is subject to verification of pre-employment drug-screening results and background investigation.