Senior QS Manager for Reclamations & Nonconformities (m/w/d) - temporary

Your Tasks

As Senior QS-Manager (m/w/d) for Reclamations & Nonconformity Management, you are the driving force behind our quality assurance. You solve our complaint cases detective-style and improve our processes strategically and continuously. You ensure that we learn from every customer feedback to sustainably strengthen our product quality. The appointment will be temporary for 1 year.

Your Key Tasks

• Reclamations & Nonconformity Management:
  • Responsibility for processing and analyzing, categorizing and prioritizing (according to severity grade and potential consequences) of complaints.
  • Safe identification of causes and derivation of effective corrective measures.
  • Maintenance and management of our central database for complaints and nonconformities.
  • Taking over and processing complaint escalations from the Customer Support.
• Process Development & Digitalization:
  • Leadership of the project to centralize and optimize the complaint management in Zendesk.
  • Ongoing development of new requirements for the complaint dashboard in Tableau.
  • Further development of interdisciplinary cooperation with other departments.
• Reporting & Training:
  • Escalation to the QS-Team-Lead in case of food safety
  • Reporting relevant complaint KPIs and reports to the Head of Quality Management.
  • Training the Customer-Support-Team on English, to ensure correct and efficient processing and escalation.
  • 4D-Reporting of suppliers

Your Profile

Academic Qualification:

• Demonstrated experience in complaint handling and cause analysis, absolutely necessary in the food industry.
• Fundamental knowledge of nonconformities (processes and products) in the food industry.
• Experience with common systems in the food-producing area to prevent systemic quality problems (packaging, foreign body management, etc.).
• Knowledge of relevant certification standards according to GFSI (IFS, BRC, FSSC 22000) to ensure food safety.
• You know the food industry from within and have already worked in food production, understand why machine or human errors can occur at different stages of the value chain.
• You have at least 5 years of professional experience in the QS & QM department.
• Education or study in the field of food economy

• High data analysis affinity and safe handling with tools like Zendesk, Notion or competitive products. If you haven't used Notion yet, you should be willing to quickly and tech-savvy learn to work with Notion databases.
• You are a Google-Sheets nerd as well as KI nerd and are up-to-date on complex formulas, automation, and building.
• You ask yourself every day at work: How could we simplify, streamline, automate, and make less bureaucratic?
• Fundamental understanding of the requirements for developing dashboards (e.g. in Tableau → you don't have to program, but you should be able to write development orders).

Personal Strengths:

• You have an eye for detail and love it when big data sets are simply tidied up
• High level of structured working style
• Fluent English on B2, because you must train our CS-Team internationally
• Tenaciousness if tickets remain pending at external departments …
• Analytical and detective skills in cause research.
• A proactive, solution-oriented working style and the ability to communicate complex issues clearly and simply.
• The heart is in the right place. ❤️

What awaits you with us:

• With your ideas, you can enrich our diverse team and thus actively shape the future of the food industry in a strongly growing scale-up!
• A comprehensive onboarding as well as varied and challenging tasks.
• Flexible working hours and possibility to work from home, ensuring a good Work-Life-Balance.
• Modern office in Berlin Schöneberg, very well connected with public transportation – and we will cover the costs of your BVG monthly ticket.
• Find your way (back) to the gym thanks to Fitness partnerships like Urban Sports Club or FitX.
• Optimal performance, either with a Windows Laptop or MacBook.
• A perfectly equipped kitchen with fresh fruit, delicious KoRo snacks & coffee as well as tea included.
• 20% Discount in our KoRo online shop.
• team events and joint activities as well as legendary company parties.