LDH (La Doria) Ltd
Technical Quality and Complaints Coordinator
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About Us
LDH la doria is a leading supplier of ambient food products to major UK Supermarkets. Established for over 65 years we are the best in the business working in close relationships with all of our customers and meeting the highest of service targets.
A fantastic opportunity has arisen for a Quality & complaints coordinator to join our successful team at LDH La Doria, based at our state-of-the-art distribution facility in Sproughton, Ipswich.
Reporting to the Technical Manger, the individual will act as the primary point of contact for colleagues, customers, and suppliers on all complaints and technical quality of our products.
Job Summary
- To be first port of call for all customer complaints.
- Liaise directly with retailers, consumers and relevant authorities in relation to complaints for branded and own label products.
- Liaise with suppliers to investigate and respond to customer complaints, product non-conformances and QIN’s.
- To ensure that the relevant Technical Managers are aware of any serious complaints or emerging complaints trends.
- To provide reports for internal and external customers eg: KPI etc
- To produce invoices for all costs incurred by the Company from faulty supplier products passed on to the retailer
- To calculate the amount of compensation given to complainant customers and ensure that they are despatched in a timely manner once the complaint has been closed
- To monitor the quality performance of products through the assessment of on-line review scores and consumer comments/feedback.
- To facilitate the delivery of the product quality framework through the co-ordination of benchmarking sessions and consistency panels.
- To support in the delivery of end-to-end Quality Attribute Sheets.
- To undertake traceability and mock recall exercises when requested.
- To contribute to the delivery and continuous improvement of the LDH Quality Management System.
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Key Accountabilities
- To ensure that complaints are acknowledged, investigated and effectively closed out within a specified time limit to match customer expectations.
- To ensure that complaints trends are highlighted and actioned swiftly.
- To provide accurate complaints and non-conformance information to relevant internal personnel and external customers as required including trend analysis and reporting.
- When required, to despatch compensation to customers as appropriate and invoices to suppliers accordingly
- To ensure that product non-conformances and QIN’s are acknowledged, investigated and effectively closed out in a timely manner.
- To ensure that consumers perception of the quality of the products we supply is understood across the business and that action is taken for low scoring lines.
- To ensure that end-to-end QAS documents are implemented against an agreed roll out plan.
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Additional Requirements
- The above list of responsibilities is not exhaustive and the post holder may be required to carry out such other duties as required from time to time which are broadly consistent with the status of the post within the organisation.
- Ensure customer and Company confidentiality at all times
- Adhere to the Company’s Health and Safety Policy at all times
- Provide cover for colleagues as directed by your Line Manager
- All staff are required to undertake training as determined by the Line Manager
- This is a Display Screen Equipment (DSE) user regulated post.
Measures of Performance
- Complaints closed out within expected time limit.
- The thoroughness of the investigation and accuracy of information provided.
- Positive feedback from all customers concerning the response time periods and quality of solutions provided.
- Non-compliance issues dealt with within specified time limits.
- The provision of complaint summary data.
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