Coordinator/Quality Management

Job Summary

The position of Quality Specialist is responsible for coordinating the activities of customer concern, quality management support, and customer compliance to accommodate our customer’s flexible packaging needs.

Essential Duties

The following duties are an overview of the primary duties and responsibilities of the Quality Coordinator and should not be considered an all-inclusive list:

Food Safety & Quality Management Support

1. Daily monitoring of Order Management system. Send out reminders for any delayed inputs by internal staff members and manufacturing facilities. Any gap is escalated to Compliance Director.
2. Attend regular meetings with Manufacturing Facilities, Flair Korea Quality, and Domestic Manufacturing. Keep a record of meeting minutes.
3. Support Domestic Manufacturing quality control as approved by Compliance Director and Quality Manager, with focus on documentation of records and organization of finished product samples.
4. Collect and organize Certificate of Analysis/Certificate of Conformity from the manufacturing facilities.
5. Continuous capacity building on comprehensive (technical, color, equipment, and production process) and practical (at the eye-level of the customer) knowledge of Company products.
6. Draft quality management procedural documents and record forms by collaborating with all the interested parties under close working guidance from Compliance Director and Quality Manager. Interested parties include internal departments, manufacturing facilities, sales and CSR staff, and Flair Korea Quality staff along with any other external subject matter experts.
7. Attain and maintain qualifications related to quality management system.
8. Engage and support the development of Food Safety and Quality strategy, processes, standards and systems for Flair and its supply chain to operate within.
9. Review and ensure effective Corrective and Preventive actions are recorded in Order Management and Technical Quality Management on a daily basis.
10. Update and maintain Food Safety and Quality Management systems documents, including procedures, HACCP, GMP, and Internal Audit.
11. Support Food Safety Management System as a part of Attain and maintain qualifications related to food safety management system by reporting on 6-sigma and KPI
12. Actively participate in FSMS Management Review, FSSC 22000 Audit, 3rd party audits, and customer audits across all Flair locations.

Claims and Concern Coordination

1. Perform duties to seek the best interest of the Company.
2. Main point of contact for all customer concerns and claims.
3. Review preliminary information and assign appropriate internal departments and/or manufacturing plants based on responsibility and accountability.
4. Ensure verifiable evidence is gathered and recorded.
5. Liaise with internal departments within the Company to ensure timely resolution of concerns and claim with emphasis on an effective corrective and preventive action plan.
6. Ensure that most senior staff of the department related to the claim and concern approves the submitted corrective action report.
7. Draft and communicate measures to verify and validate the effectiveness of the corrective and preventive action plan. Assist annual audit to ensure these measures are carried out.
8. Perform close-out activities for claims by working with the Accounting Department to ensure that the customer receives accurate credit amounts and that the Company receives accurate debit amount from the accountable party.
9. Perform inventory management of claimed items to ensure all inventory is accounted for
10. Ensure that customer claims are resolved in a timely fashion and escalate pending claims.
11. Provide monthly open claims reports to accounting department to assess financial impact
12. Escalate claims which impact Company’s business interest in a negative way. These include but not limited to the following: 1) financial loss of $10,000 or greater, 2) disputed stalemate unresolved for over 30 days, 3) repeated non-conformities experienced by Customers, 4) abusive situations arising from customer’s behavior or claim pattern, 5) imminent business relationship risk, and 6) potential to damage Company’s reputation.
13. On a quarterly basis, collaborate with Compliance Coordinator in the inventory of claimed items to ensure all the inventory is accounted for and settled across all North American divisions.
14. Near toward fiscal year end, provide the Accounting Department with on-going claim’s rough estimate values and assist in resolving aged inventory.
15. Continuously track and report claims and concerns.
16. Maintain procedural documents and work instructions up to date.
17. Support Compliance Coordinator with the following: 1) handle customer compliance requests that are not being handled in a timely manner, 2) upload customer compliance documents to SharePoint to keep documents and data up to date using versioning and the established folder system 3) collect and maintain manufacturing facility accreditations such as GFSI level certificate, ISO 22000 or ISO 9001 4) maintain records of Letter of No Objection from Health Canada 5) draft and maintain Safety Data Sheets (or Material Safety Data Sheets) issued by Flair by consulting with Technical group.
18. Escalate to Director of Compliance and QM when conflicting interests or questionable situations arise.

Customer & Regulatory Compliance Support

1. Monitor for customer compliance requests that are not being handled in a timely manner.
2. Maintain customer compliance document repository in SharePoint to keep documents and data up to date using versioning and the established folder system.
3. Collect and maintain manufacturing facility accreditations such as GFSI level certificate, ISO 22000 or ISO 9001 before the expiry date. issued by Flair from manufacturing facilities by collaborating with the suppliers and vendors.
4. Maintain records of Letter of No Objection from Health Canada and Safety Data Sheets (or Material Safety Data Sheets) issued by Flair.
5. Support regulatory due diligence recordkeeping in SharePoint
6. Draft documentation and letters to customers addressing their requirements and submit them to Director of Compliance & QM for approval as needed. Escalate to Director of Compliance & QM when conflicting interests or questionable situations arise.
7. Attain and maintain qualifications related to food safety management system as required by Director of Compliance & QM.

Additional Duties

1. Demonstrate proficiency in job duties by working cooperatively with other team members, sales/customer support team, QA/QC staff members, and manufacturing staff members.
2. Maintain documents and records in Flair approved software/portals as well as those in hard copy format.
3. Conduct quarterly scanning of regulatory changes in US and Canada and report changes to Director of Compliance & QM.
4. Performs other duties as reasonably requested by Director of Compliance and QM or by ranking members of the Company’s upper management.
5. Attend external training days and workshops in relation to food safety and quality.

Health & Safety Responsibilities

• Attend required health and safety training sessions.
• Report any accidents, near misses and safety concerns to the designated safety team leader, in a timely manner.
• Follow the Company’s work safety rules and procedures.

Food Safety Responsibilities

• Maintain a good understanding of Flair’s food safety policies, GMP regulatory requirements and HACCP principles reflecting industry best practices, FSSC 22000 certification scheme, and relevant CTPAT minimum security criteria.
• Report food safety non-conformities to the personnel responsible. The personnel responsible shall have defined responsibility and authority to initiate and record actions.

Competency

• Provide a customer focused service
• Organizational skills with attention to detail
• Flexible approach to problem solving by taking a creative and innovative approach
• Strong interpersonal skills through clear and professional communication
• Dedication to delivering goals in a rapidly changing environment
• Demonstrate analytical and monitoring skills
• Be self-motivated with a proactive nature

Required Training, Experience, Licenses and Certifications

In addition to performing satisfactorily all the duties and responsibilities of the position, an individual in this position must possess and maintain the following knowledge, skills, qualifications and/or abilities:

• Bachelor's degree in a related field preferred.
• Understanding of chemistry and/or microbiology and its principles is preferred.
• Basic competency in the practice of ISO 9001 or ISO 22000 is preferred.
• Learn principles and methodology such as 5S and 6-Sigma is considered an asset
• Experience and understanding of systematic and analytical processes.
• Excellent English speaking and writing skills which are essential for completing reports and documents, both internal and external.
• Must be able to speak, read and write business level English. Fluency in Chinese, Korean and/or Spanish is an added value.

Working Environment/Physical Requirements

• The duties of this position generally involve sedentary office work.
• Some travel may be required.
• Moderate physical activity is required.
• Ability to lift up to 30lbs on occasion.
• Ability to understand and follow oral and written directions promptly and accurately.
• Ability to coordinate, prioritize and timely and satisfactorily complete many different tasks.
• Ability to stand, walk, stoop/bend, lift, and frequent repetitive motion and use of hands to finger, grasp, handle, or feel objects, tools, or controls, and normal vision acuity.
• Establish and maintain effective working relationships with other Company employees, representatives of manufacturers, vendors or third parties, and customer representatives.
• This position has frequent exposure to periods of high activity, interruptions and high stress under demanding and occasionally adversarial conditions.
• Work hours will vary depending upon the needs of the Company’s customers at any given time and will involve working long or non-traditional hours to fulfill Company and/or customer’ needs, projects or special circumstances.