|仕事内容||【Job Purpose /Overview】
・Conduct quality checks for complaint samples and determine quality error.
・Act as an interface between Customer Care and CSA Coordinator and/or play a coordinator roll to settle customer/consumer complaint successfully and to minimize critical issue flow out.
・Work together with CSA Coordinator to have a beneficial influence on quality improvement to make the company globally competitive by sharing the best practice of one of the biggest quality-conscious market.
●Complaint sample handling
A)Receive and unpack complaint samples (20%)
B)Complaint sample examination (50%)
C)Providing a hand written report to Customer Care (10%)
D)Sending samples to factories (20%)
●Management and analysis of complaint data
A)Monitoring and escalation of complaint trends (50%)
B)Request complaint investigation to the company factories (30%)
C)Update documents (cf.Foreign Body list)(10%)
D)Check for data entry errors (10%)
●Support to initiate system implementations，information sharing to assist in activating an efficient customer service operation.
●Data entry of complaint sample check results
A)Enter examination results in Japanese and English in the system along with photos of the defect
●Report all relevant data /information and conduct regular meetings to review quality related matter with all relevant functions to promote fundamental improvement on product quality /food safety along with the company value through pipeline.
●Support PRIMP initiator to issue quality related incident to all necessary counterpart in a timely manner
5 the company or 2 the company factories，External co-packer (TOKAI)，the company Campus (Customer Care，QSP，Q&FS，Purchasing，R&D，Formulation，Packaging)the company (Marketing，Sales，SCD，Packaging，Reg.&PA)
●Benchmark，test to seek customer demand for product quality.
A)Purchasing needed equipment or goods
B)Taking care of invoices
C)Managing waste from complaint samples
D)Managing retention samples
【Context and Scope】
・The priority of this role is to handle customer/consumer (Pet owner，Vets，Breeder，POS，wholesales，etc.)complaints by completing complaint sample investigation in a timely manner，providing precise and accurate feedback to responsible teams and reporting all relevant data/information.The Junior CSA coordinator must provide the tools and information needed for Customer Care，CSA coordinator，and factory Q&FS to close the complaint.
・It is necessary to be ready for dealing with unexpected issues，together with CSA coordinator which may have a negative impact on our business and communicate with global relevant teams.
・The key activities include negotiation and co-work with relevant counterparts especially with factory Q&FS to assist quality improvement，innovation of our product quality and safety.It is also important to aid customer services activities through system implementation and share information in order to maintain an efficient operation and gain customer satisfaction.
●Education &Professional Qualification
-Sufficient verbal &written communication skills in Japanese &English
(Advance:TOEIC 650 +).
-Quality Control and/or Quality Assurance
-Working experience in food manufacturing environment.
-Preferably，working experience in international foreign manufacturer.