Product Quality and Safety Coordinator - Bilingual

Description

The Product Quality & Safety Coordinator will play a key role in supporting the Product Safety & Compliance team as the key Customer Care representative for total product integrity and ensuring a smooth customer experience from inquiry through to investigations, CAPAs and resolution. This individual will handle administrative tasks related to customer inquiries, managing customer interactions, tracking and actioning customer feedback, and ensuring efficient response towards resolving issues. The ideal candidate has a Quality or Regulatory background in Fast Moving Consumer Goods, is detail-oriented, customer-focused, and thrives in a fast-paced environment.

Please consider before applying that the person in this role will be required to work in-office at our Fort Worth, TX (Alliance) location. Remote or hybrid work options are not available for this position.

• Serve as the first point of contact for customer inquiries concerning product quality & safety via phone, email, or chat, ensuring prompt professional responses and aiding in improved customer retention rates.
• Maintain up-to-date customer records, update databases, and track complaints, inquiries, and resolution effectiveness.
• Assist in tracking key performance indicators (KPIs) of the PS&C team.
• Work closely as a Quality representative with internal departments including Manufacturing Partners, Quality, Regulatory, Supply Chain, Sales, and Accounting, to ensure seamless resolution of customer inquiries and effective CAPAs.
• Handle complaints, returns, and quality-related service issues with a focus on delivering effective resolutions and maintaining overall customer satisfaction and loyalty to Naterra’s brands.
• Follow up with customers for additional product information, obtain feedback, close out and open issues, or any additional needs.
• File FDA Form 3500A to report & monitor true Adverse Events reported by consumers, as deemed appropriate.
• Assist the Product Safety and Compliance group with any additional tasks as business needs demand

EXPERIENCE REQUIRED

• High school diploma required; an associate or bachelor’s degree in a related field is preferred.
• 1–2 years of experience in quality assurance and/or regulatory support.
• Experience in a Cosmetic industry-specific area (e.g., quality, regulatory, marketing, sales, etc.).
• Strong organizational, time management, and multitasking skills.
• Excellent written, verbal and interpersonal communication.
• Proficiency with MS Office Suite, data entry, website navigation, live chat software, Zendesk
• (customer relationship management) or CRM systems (e.g., Salesforce, HubSpot, or similar).
• Positive attitude, team-oriented mindset, and a customer-first approach.
• Bilingual in English and Spanish with excellent written and verbal communication skills

PREFERRED SKILLS

• Familiarity with QMS or ERP software.
• Multilingual skills are a plus.
• Patience, empathy and professionalism.
• Problem-solving and decision-making capabilities.
• Active listening and communication skills to provide concise answers to inquiries.
• Conflict resolution, stress tolerance, and resilience.
• Familiarity with customer service software.
• National Customer Service Association’s (NCSA’s) Certified Customer Service Professional (CSSP).

WHAT WE OFFER

• Annual bonus program of up to 35% based on company metrics
• Career pathing and development
• Medical / Dental / Vision / Life
• Matching 401k up to 4%

Qualifications