<p>Position Objective:</p> <p>Responsible for leading, facilitating and managing customer request for information relative to quality assurance documentation, 3rd party audits certificates and/or reports, kosher certificates, food safety questionnaires, certificate of analysis (COA's), etc. Ensure timely and accurate provision of information requested. Maintain and manage the Customer Request for Documentation (CFD) log and customer files to ensure all requests are captured and responded to within a reasonable timeframe. Provide support to sales, client services and other supply chain functions to drive business objectives.</p> <p>Key Result Areas:</p> <p>Performance Standards</p> <p>Quality</p> <ul> <li>Develop and track a key performance indicator's (KPI's) for customer request completion </li><li>Ensure customer quality portals, such as Tracegains, FoodLogIQ and Our Records, are maintained, as required </li><li>Oversee Kosher and Halal certificates for all manufactured and factored goods, including private labels </li><li>Post COA's to customer management sites like Intelex, ICIX, etc. </li><li>Manage QA documentation inbox - filing, completing and assigning requests to applicable team members </li><li>Provide timely, professional customer support by way of telephone, fax or email </li><li>Oversee and monitor the completion of all food safety and quality related questionnaires from customers </li><li>Participate in the monthly quality management meeting </li><li>Monitor COA inbox for incoming COAs and requests </li><li>Maintain Factored Good COAs </li><li>Manage daily Exception COA Report (Order Report) </li><li>Manage customer specification requests and in collaboration with the QA team; communicate these specification requirements to the manufacturing sites to ensure requirements are understood and met </li></ul>