The Consumer Relations & Product Quality Coordinator plays a key role in protecting Urban Farmer's brand reputation by managing consumer feedback, driving root-cause investigations, supporting continuous improvement efforts, and ensuring product quality across all customer-facing platforms. This position serves as the main liaison between Sales, Quality, R D, and Customer Service to ensure timely resolution of consumer complaints, robust documentation, and alignment with regulatory and customer requirements. The role also leads internal product cuttings and manages quality-related customer databases and portals.
Key Responsibilities:
Consumer Complaint Management Receive, log, and categorize consumer complaints from customers, retailers, and internal teams, ensuring complete and accurate complaint records. Support investigations by coordinating with Production, QA, Sanitation, and Maintenance, and compiling relevant documentation (batch records, metal detector logs, allergen records, weight checks, and related data). Draft initial investigation summaries, escalate complex or high-risk complaints to QA leadership, and assist with CAPA development and verification. Track complaint response timelines, CAPA actions, and open items to ensure alignment with internal, customer, and regulatory requirements. Maintain complaint databases and QA trackers, and prepare monthly and quarterly complaint trend summaries and dashboards to support data-driven decision-making. Customer Sample Coordination & Management Serve as the primary coordinator for all customer sample requests, including sales, complaint-related, audit, and quality inquiry samples. Receive, log, and track sample requests to ensure complete and accurate details (product, lot/date codes, quantity, destination, and purpose). Coordinate with Production, QA, Warehouse, R D, and Sales to identify, verify, and release correct samples while maintaining traceability and lot integrity. Prepare and ship samples by verifying accuracy, food safety and allergen compliance, packaging, temperature control, documentation, and shipment logistics. Maintain chain-of-custody and sample documentation, and communicate sample status, issues, or delays to relevant stakeholders. Cross-Functional Communication & Support Participate in weekly quality meetings to collect relevant information for complaint investigations. Communicate missing details or needed follow-ups to production supervisors, QA technicians, or sanitation leads. Support QA leadership on special projects, customer audits, new product launches, and continuous improvement activities. Assist with training materials or quality alerts when complaint trends or cutting results identify needed updates. Customer Database & Documentation Support Assist customer service with gathering information in retailer, third-party, and certification portals (SQF, TraceGains, GS1, GFCO, customer portals). Upload COAs, allergen statements, nutritional documentation, audit responses, and specification updates under guidance from QA leadership. Support QA leadership during customer documentation audits by preparing files, organizing data, and responding to basic data requests. Product Cuttings & Sensory Evaluation Coordinate the scheduling of routine product cuttings for finished goods and R D product trials. Prepare cutting sessions by gathering product samples, organizing cutting rooms, tools, and scorecards. Assist in conducting sensory evaluations by capturing panel feedback and documenting characteristics such as: Appearance, texture, color Weight and physical measurements Bake performance and defects Flavor consistency Packaging integrity Record any deviations and notify and provide report to QA team. Maintain organized digital and physical files of all cutting results for reference and trend analysis. Other responsibilities as assigned by Management.
Qualifications :
Associate or Bachelor's degree in Food Science, Quality Management, or related field preferred; equivalent experience considered. 2+ years of experience in food manufacturing, quality assurance, or consumer relations. Working knowledge of food safety systems (SQF, HACCP, GMPs) and customer quality portals. Strong analytical skills with the ability to interpret data and identify trends. Excellent written and verbal communication skills, with the ability to communicate across multiple departments. Highly organized, detail-oriented, and capable of managing multiple projects in a fast-paced environment. Proficient in Microsoft Office (Excel, Word, PowerPoint); experience with TraceGains or GS1 is a plus. 1st
