Quality Supervisor - Site 1

About Old Souls Farms

Old Souls Farm is a growing food processing and packaging company based in St. Paris, Ohio. Founded in 2017, we started with a simple mission—produce high-quality food with care and consistency—and have since expanded to serve major national brands. With a team of over 250 employees, we take pride in hard work, reliability, and creating opportunities for people who want to build something meaningful together.

About The Role

This role is responsible for managing day-to-day communication, coordinating customer requests, supporting order fulfillment activities, resolving service issues, and ensuring the highest standards of quality, responsiveness, and customer satisfaction are consistently achieved. The ideal candidate combines strong communication skills with operational awareness and a proactive approach to problem-solving.

Key Responsibilities

Customer & Client Relationship Management

• Serve as the primary point of contact for customer care and service-related matters.
• Build and maintain professional working relationships with customer representatives, internal departments, and external partners.
• Respond promptly and professionally to customer inquiries, concerns, requests, and escalations.
• Ensure all communications reflect OSF’s commitment to quality, professionalism, and customer satisfaction.
• Coordinate customer meetings, follow-ups, and service updates as needed.
  
  

Order & Account Coordination

• Monitor customer orders, inventory updates, shipping schedules, and fulfillment timelines.
• Communicate order status, delays, shortages, and delivery updates to customer in a timely manner.
• Coordinate with production, warehouse, logistics, and quality departments to ensure accurate and timely execution.
• Maintain accurate customer records, documentation, and communication logs.
  
  

Issue Resolution & Escalation Management

• Investigate and resolve customer complaints related to product quality, shipping, inventory discrepancies, or service concerns.
• Collaborate with QA, operations, and logistics teams to identify root causes and implement corrective actions.
• Escalate critical issues appropriately while maintaining professional and solution-focused communication.
• Track trends in customer complaints and recommend process improvements.
  
  

Quality Assurance Support

• Support QA initiatives by documenting customer feedback, quality concerns, and corrective action outcomes.
• Ensure compliance with food safety standards, company policies, and customer-specific requirements.
• Participate in continuous improvement activities related to customer satisfaction and operational efficiency.
• Assist with audits, reporting, and customer quality documentation when required.
  
  

Administrative & Reporting Duties

• Prepare customer service reports, KPI tracking, and communication summaries.
• Maintain accurate data entry within SAP.
• Support cross-functional collaboration between customer service, operations, procurement, and leadership teams.
• Assist with special projects and account support initiatives as assigned.
  
  

Qualifications

• High School Diploma or GED required; associate or bachelor's degree preferred
• 2 years customer service, account coordination, food manufacturing, or supply chain experience preferred
• Experience in frozen foods/food manufacturing
• Strong verbal and written communication skills
• Excellent organizational skills with strong attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word, Teams)
• Experience with SAP or inventory management systems preferred
• Ability to maintain professionalism and confidentiality
  
  

Work Environment

• Office and operational facility environment.
• Frequent communication with internal teams and external customers.
• Occasional flexibility in schedule may be required to support customer or operational needs.
• Ability to sit, stand, and use office equipment for extended periods.
  
  

Core Values Alignment

The Ideal Candidate Will Demonstrate

• Integrity and accountability
• Commitment to quality and food safety
• Professional communication
• Team collaboration
• Continuous improvement mindset
• Customer service excellence
  
  

Performance Expectations

Success In This Role Will Be Measured By

• Customer satisfaction and responsiveness
• Accuracy of order and communication management
• Timely resolution of customer concerns
• Reduction in service-related errors and escalations
• Cross-functional collaboration effectiveness
• Compliance with company and customer quality standards
  
  

The Pay Range For This Role Is

85,000 - 105,000 USD per year(OSF Site 1)