Global Consumer Complaints Manager

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The Global Consumer Complaints Manager will work closely with the Consumer Affairs team to ensure seamless communication and collaboration in addressing feedback. This involves facilitating cross-functional meetings and utilizing data analytics tools like Domo or Snowflake for deeper insights into complaint patterns. The role also includes training on global quality requirements and procedures, communicating with various regional and local partners about issues and resolutions , and providing administrative and technical support for global consumer affairs databases.Ìý

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What you will do:

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• Track and trend Consumer Complaints globally on a daily basis, leverage consumer complaint data to drive product improvements and innovation.
  

• Emphasize proactive approaches to identifying potential risks and implementing preemptive measures
  

• Work in close partnership with the Consumer Affairs team to ensure seamless communication, alignment, and collaboration in addressing consumer feedback and complaints. This partnership aims to enhance consumer satisfaction and drive improvements
  

• Facilitate cross-functional meetings to ensure alignment across departments in addressing consumer complaints issues, Use data analytics tools like DomoÌý or Snowflake for deeper insights into complaint patterns.
  

• Conduct Training on Global Quality requirements and procedures regarding Consumer Complaints,Ìý communicate with Regional Quality Leaders, Local Plant Quality, Technology, Regulatory,Ìý Product Safety and Packaging Partners about issues and how to resolve them.
  

• Provide administrative & technical support to Global Quality personnel for the Global Consumer Affairs CRM database (Emplifi Agent) and ETQ Modules.
  

• Responsive to Global Product Safety, Regulatory and other groups for special inquiries, investigations.Ìý
  

• Speak to Regulatory Agencies as required.
  

• Support Module Design and Modification of ETQ Management of Change, Audit Management, Investigation and CAPAsÌý to ensure right first time principals.
  

• Special projects as directed.
  
  

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Required Qualifications:

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• Bachelor’s degree in a business or science related field.
  

• 5 years of Manufacturing experience in a GMP environment.
  

• Relevant advanced degrees or certifications in Quality Management or Regulatory Affairs.

• Working knowledge of business process systems such as Global Consumer Affairs CRM, SAP, Google Suite (Google Doc, Sheets, Slides, and Forms), Excel, Tableau, Snowflake, DOMO, ETQ.
  
  

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Preferred Qualifications:Ìý

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• Solid understanding of Quality Systems and Global Regulatory requirements such as U.S. FDA cGMPs, Health Canada cGMPs,Ìý EU EMA, Australia TGA,Ìý China NMPA, etc.
  

• Strong interpersonal and communication skills; ability to develop and express ideas; build a cross functional network and build consensus.
  

• Excellent written and presentation skills.

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Compensation and Benefits
Salary Range $112,000.00 - $150,000.00 USD

Pay is determined based on experience, qualifications, and location. Salaried employees may also be eligible for discretionary bonuses, profit-sharing, and long-term incentives for Executive-level roles.

Benefits: Salaried employees enjoy a comprehensive benefits package, including medical, dental, vision, basic life insurance, paid parental leave, disability coverage, and participation in the 401(k) retirement plan with company matching contributions subject to eligibility requirements. Additional benefits include a minimum of 15 vacation/PTO days (hourly employees receive a minimum of 120 hours) and 13 paid holidays (vacation days are prorated based on the employee's hire date within the calendar year). Paid sick leave is adjusted based on role and location in accordance with local laws. Detailed information regarding paid sick leave entitlements will be provided to employees upon hiring and may be subject to adjustments based on changes in legislation or company policies.

Our Commitment to Inclusion
Our journey begins with our people—developing strong talent with diverse backgrounds and perspectives Ìýto best serve our consumers around the world and fostering an inclusive environment where everyone feels a true sense of belonging. We are dedicated to ensuring that each individual can be their authentic self, is treated with respect, and is empowered by leadership to contribute meaningfully to our business.

Equal Opportunity Employer
ºìÌÒÊÓƵ is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law.

Reasonable accommodation during the application process is available for persons with disabilities. Please complete this should you require accommodation.

For additional ºìÌÒÊÓƵ terms and conditions, please click .

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Do you want to come to work with a smile and leave with one as well? In between those smiles, your day consists of working in a global organization, continually learning and collaborating, having stimulating discussions, and making impactful contributions!

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If this is how you see your career, ºìÌÒÊÓƵ is the place to be!

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Our dependable household brands, dedicated employees, and sustainability commitments make us a company passionate about building a future to smile about for our employees, consumers, and surrounding communities. The pride in our brand fuels a workplace that encourages creative thinking, champions experimentation, and promotes authenticity which has contributed to our enduring success.

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If you want to work for a company that lives by their values, then give your career a reason to smile...every single day.

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We are looking for a highly motivated Supervisor, Quality Compliance to join our team!

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What you will do

• Lead & coordinate with the supply chain team to conduct Quality Internal Audit program. Follow up the completion of the forward action plan.

• Managing and facilitating the Consumer/ Customer Complaint program for ºìÌÒÊÓƵ-Palmolive product manufacturing in Bangpakong facility including data analytic for improvement. Coordinate with the imported Manufacturing site for the complaints received in GIH (Greater Indo-China Hub).Ìý

• Facilitate the OE (Operation Excellence) walkabout and ensure compliance with Regulatory and ºìÌÒÊÓƵ Quality Standard.

• Manage the consumer/ customer complaint received and ensure the investigation and response to consumer/ customer are on time.

• Plan and execute the Quality Internal Audit for the Bangpakong site. Work with the cross functional team to develop and close the forward action plan effectively.ÌýÌý

• Work with a cross functional team to develop and execute the forward action plan to effectively close the audit observations from the Corporated Quality Audit Program.Ìý

• Monitor the compliant trend and do data analysis.

• Performs other duties as assigned.

• Complies with all policies and standards.

Required Qualifications

• Bachelor's Degree of Science or related field.

• At least 3 years of Functional Experience.

• At least 3 years of Manufacturing Experience.

• Data Analytic skill.

• English communication skill.

• Planning / Priority Setting.

• Analysis / Decision Making.Ìý

• Demonstrates complex problem solving ability and analytical thinking skills.ÌýÌý

• Familiar with Quality systems such as ISO, GMP.

• Regulatory requirement knowledge such as Thai FDA, USFDA or TGA.

Our Commitment to Inclusion
Our journey begins with our people—developing strong talent with diverse backgrounds and perspectives Ìýto best serve our consumers around the world and fostering an inclusive environment where everyone feels a true sense of belonging. We are dedicated to ensuring that each individual can be their authentic self, is treated with respect, and is empowered by leadership to contribute meaningfully to our business.

Equal Opportunity Employer
ºìÌÒÊÓƵ is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law.

Reasonable accommodation during the application process is available for persons with disabilities. Please complete this should you require accommodation.

#LI-On-site

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The Microbiologist is responsible for performing microbiological testing in support of the site microbiological control program.

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Core Responsibilities Include:

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• Performs microbiological testing in accordance with Global and site standard procedures.

• Participates in failure investigations to collect the necessary samples when appropriate. An analyst working in a plant should acquire basic knowledge of plant floor operations and equipment.Ìý

• Collect and analyze data to draw conclusions and recommend actions.

• Apply appropriate methodologies and data interpretation techniques to assist in overcoming technical difficulties and promote continuous improvement.

• Maintains the laboratory quality control systems to assure validity of data

• Perform or assist vendors in the installation qualification (IQ), operational qualification (OQ) and performance qualification (PQ) of laboratory instruments and equipment.

• Maintain accurate, up to date, and concise laboratory records

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Additional Responsibilities:

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• Assure the compliance of the on-site microbiology program by sampling raw materials, water, environment, and work in process at the Cambridge Lab facility including optimization of Cleaning and Sanitization procedures in accordance with Microbiological Control Standard QS 23 implementation.

• Lead site microbiological control program with guidance and support from supervisor

• The Microbiologist is responsible to operate the PSM covered processes in accordance with site policy and procedures.Ìý

  • The Microbiologist will report deficiencies using the Notification process in SAP EAM, or as necessary using verbal or written communication with Area Leaders or Managers.

  • The Microbiologistwill assist engineering during PHA's and will review operating procedures annually or as needed.

  • The Microbiologist should complete a PSM 100 workshop within one calendar year from hire date.

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Required Qualifications:

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• Bachelor degree in a science field required.
• Prior laboratory experience useful.

• Has in-depth knowledge of basic microbiology testing and laboratory procedures.

• Good knowledge of Microsoft Word/ Excel and Google Docs/Sheets.

• Excellent documentation skills and knowledge of GMPs.

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Preferred Qualifications:

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• A degree in biology or microbiology is preferred.

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Compensation and Benefits
Salary Range $58,400.00 - $80,000.00 USD

Pay is determined based on experience, qualifications, and location. Salaried employees may also be eligible for discretionary bonuses, profit-sharing, and long-term incentives for Executive-level roles.

Benefits: Salaried employees enjoy a comprehensive benefits package, including medical, dental, vision, basic life insurance, paid parental leave, disability coverage, and participation in the 401(k) retirement plan with company matching contributions subject to eligibility requirements. Additional benefits include a minimum of 15 vacation/PTO days (hourly employees receive a minimum of 120 hours) and 13 paid holidays (vacation days are prorated based on the employee's hire date within the calendar year). Paid sick leave is adjusted based on role and location in accordance with local laws. Detailed information regarding paid sick leave entitlements will be provided to employees upon hiring and may be subject to adjustments based on changes in legislation or company policies.

Our Commitment to Inclusion
Our journey begins with our people—developing strong talent with diverse backgrounds and perspectives Ìýto best serve our consumers around the world and fostering an inclusive environment where everyone feels a true sense of belonging. We are dedicated to ensuring that each individual can be their authentic self, is treated with respect, and is empowered by leadership to contribute meaningfully to our business.

Equal Opportunity Employer
ºìÌÒÊÓƵ is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law.

Reasonable accommodation during the application process is available for persons with disabilities. Please complete this should you require accommodation.

For additional ºìÌÒÊÓƵ terms and conditions, please click .

#LI-On-site

Job Summary

The purpose of the job is to provide support to the Plant Quality Team by completing quality-related tasks in respect to the testing of inbound raw materials, the sampling and testing of in-process finished goods, compositing finished product samples for microbiological testing, recording and organizing data. Meet objectives established to achieve Key Performance Indicators and fulfill internal and external regulatory requirements.Ìý Continuously improve processes and procedures to further quality initiatives across the facility.Ìý Identify and report Food Safety issues to management.Ìý Understand and comply with Hill’s policies, safety standards, Good Manufacturing Practices (GMPs) and Food Safety.Ìý

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Sign-On bonus / Internal Referral Program

• After 90 days,Ìý $500 Dollars;

• After 180 days, $500 Dollars;

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Principal Duties and Responsibilities

• Complete routine analytical chemical testing while maintaining good laboratory practices and working safely. Analyze ingredients and finished products for the analytes specified in the product or ingredient specification utilizing approved lab methods.

• Provide assistance for the following programs to ensure timely completion and accurate documentation:Ìý Lab Equipment Calibration and Verification programs, Check Sample programs, IQ/OQ/PQ documents, Laboratory Training program, Lab Audit Checklist/Quality Practices, Laboratory Safety Audit, Laboratory Sanitation, and Retention program of ingredients and finished products.Ìý

• Organize data and results of finished product analytical and Positive Release programs to facilitate timely release of product in compliance with the finished product release SOP.Ìý

• Maintain reference samples for all finished products , ingredients and conduct finished product packaging testing as required.

• Assist with completion of non-conformances, deviations and waivers as required

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Education/ Experience Requirements

• Required

• HS Diploma or equivalentÌý

• 1 + year practical working experience with Good Laboratory Practices, including general understanding of safe laboratory procedures.

• Ability to provide support on all shifts, including weekends as needed

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Preferred

• Bachelors of Science in Chemistry, Biology or other science related field.Ìý

• 1+ year of previous quality/food science experience in a manufacturing environment

• Prior work experience in a college level laboratory or a Co-op or intern experience in a lab.

• Familiarity with lab "testing" and/or microbial testing procedure.

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Expected Areas of Skills

• Computer application experience in Google / Microsoft systems

• Planning, prioritizing and organizational skills/project management skills

• Strong interpersonal and communications skills

• Problem assessment and problem solving skills

• Independent and Teamwork capabilities

• Proficient in reviewing and interpreting data

• Excellent ability to multitask and prioritize duties

• Excellent attention to detail

• Excellent at using relevant information and individual judgment to determine whether events or processes comply with processes and standards.Ìý

• Ability to bend, stoop, twist, turn, standing for extended time periods, reaching, climb, handle/use potentially hazardous chemicals, and lift up to 50 lbs

• Must be able to adapt to temperature and environmental extremes, such as hot to cold, dust, dirt and chemicals.

• Standing on a concrete floor

• Wearing proper personal protective equipment (hair net, beard net, bump cap, ear plugs, safety shoes and uniform)

Compensation and Benefits
Salary Range $20.20 - $23.02 USD

Pay is determined based on experience, qualifications, and location. Salaried employees may also be eligible for discretionary bonuses, profit-sharing, and long-term incentives for Executive-level roles.

Benefits: Salaried employees enjoy a comprehensive benefits package, including medical, dental, vision, basic life insurance, paid parental leave, disability coverage, and participation in the 401(k) retirement plan with company matching contributions subject to eligibility requirements. Additional benefits include a minimum of 15 vacation/PTO days (hourly employees receive a minimum of 120 hours) and 13 paid holidays (vacation days are prorated based on the employee's hire date within the calendar year). Paid sick leave is adjusted based on role and location in accordance with local laws. Detailed information regarding paid sick leave entitlements will be provided to employees upon hiring and may be subject to adjustments based on changes in legislation or company policies.

Our Commitment to Inclusion
Our journey begins with our people—developing strong talent with diverse backgrounds and perspectives Ìýto best serve our consumers around the world and fostering an inclusive environment where everyone feels a true sense of belonging. We are dedicated to ensuring that each individual can be their authentic self, is treated with respect, and is empowered by leadership to contribute meaningfully to our business.

Equal Opportunity Employer
ºìÌÒÊÓƵ is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law.

Reasonable accommodation during the application process is available for persons with disabilities. Please complete this should you require accommodation.

For additional ºìÌÒÊÓƵ terms and conditions, please click .

#LI-[[filter12]]

The Compliance Specialist will support the alignment and implementation of Quality Standards, regulatory requirements and industry needs. The Compliance Specialist will manage compliance initiatives across all Hill’s sites.

Audits

• Perform Warehouses Corporate Audits.

• Support the plants and PNC in their Internal Audits by assessing assigned standards.

• Perform FDA Readiness Audits in the plants.

• Participate in Corporate Audits in the manufacturing sites and PNC.

• Schedule and follow up SQF Audits with the plants.

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Quality SOPs Review:

• Contribute to the review and continuous improvement of Standard Operating Procedures (SOPs).

• Assist in updating and maintaining quality documentation to reflect regulatory changes and best practices.

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Packaging

• Lead monthly calls with Packaging suppliers

  • Follow up on packaging related issues.

  • Request process capability data from suppliers to assess performance

• Engage with the Global Packaging Team to facilitate information flow to drive continuous improvement.

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Compliance

• Support the implementation of Quality Standards by developing standardizing practices or tools needed.

• Support drive compliance within the Hill's Corporate Contract Manufacturing Team (US & EU)

• Lead Management of Change in Corporate Quality

• Lead Training Standard

  • Define, implement, and deliver robust training programs covering Quality Standards, procedures, and best practices

  • Develop and / or update mandatory Corporate Quality training materials for the plants and warehouses

  • Develop training materials for Distributors.

• Support the implementation of new regulatory requirements at the sites

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Continuous Improvement

• Facilitate the sharing of best practices across sites to ensure uniform adherence to compliance standards

• Track audit outcomes and compliance metrics, providing regular reports to the Corporate Certification & Compliance Manager

• Use data analytics to identify trends and proactively address potential compliance issues

• Identify opportunities for process improvements, enhancing quality systems and compliance mechanisms

• Identify new tools to support standards expectations implementations in the plants and PNC.

• Collaborate with cross-functional teams to implement quality improvement projects.

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Education/ Experience Requirements

Basic qualifications include:Ìý

• Bachelor's degree in Quality Management, Science, Engineering or related

• 5+ year experience in a Quality function in CPG sector, pharma, food/pet food, manufacturing or food safety

• 3+ years Regulatory or Compliance experience

Preferred qualifications include:Ìý

• 2+ years experience with global documentation systems

• 2+ years in a manufacturing operation

• Auditing experience

Compensation and Benefits
Salary Range $104,000 - $130,000 USD

Pay is determined based on experience, qualifications, and location. Salaried employees may also be eligible for discretionary bonuses, profit-sharing, and long-term incentives for Executive-level roles.

Benefits: Salaried employees enjoy a comprehensive benefits package, including medical, dental, vision, basic life insurance, paid parental leave, disability coverage, and participation in the 401(k) retirement plan with company matching contributions subject to eligibility requirements. Additional benefits include a minimum of 15 vacation/PTO days (hourly employees receive a minimum of 120 hours) and 13 paid holidays (vacation days are prorated based on the employee's hire date within the calendar year). Paid sick leave is adjusted based on role and location in accordance with local laws. Detailed information regarding paid sick leave entitlements will be provided to employees upon hiring and may be subject to adjustments based on changes in legislation or company policies.

Our Commitment to Inclusion
Our journey begins with our people—developing strong talent with diverse backgrounds and perspectives Ìýto best serve our consumers around the world and fostering an inclusive environment where everyone feels a true sense of belonging. We are dedicated to ensuring that each individual can be their authentic self, is treated with respect, and is empowered by leadership to contribute meaningfully to our business.

Equal Opportunity Employer
ºìÌÒÊÓƵ is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law.

Reasonable accommodation during the application process is available for persons with disabilities. Please complete this should you require accommodation.

For additional ºìÌÒÊÓƵ terms and conditions, please click .

#LI-Hybrid