Job Description

Job Location: ​Tokyo​

Company description

Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella®, Tic Tac®, Ferrero Rocher®, Raffaello®, Kinder Bueno® and Kinder Surprise®. As the love for our brands continues to grow, so too does our global reach. Represented in more than 50 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world. The secret to our global success? 40,000  dedicated employees who celebrate care and quality to craft a business, careers and brands we are proud of. Join us, and you could be one of them.

Diversity Statement

Ferrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all of our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative and highly rewarding.

About the Role:

The role is responsible for following Ferrero Group quality requirements in whole product value chain (from Plant to Consumer) and for implementing and monitoring quality improvement plans and quality activities related to commercial logistics, trade/point of sale, and customer service.

The position adds the Quality value to the business operations and participates in all major Japanese business unit meetings/discussions. The role reports to the Korea/Japan Cluster Quality Manager.

Main Responsibilities:

• Support consumer service quality related activities, including call center activities (self-assessment, Q&A update, PO) and be the first respondent and handler of consumer inquiry and complaint 
• Handle Ferrero Care management – system management inquiry and complaint from call center/ sales team / webform / contact us sections
• Manage not-critical complaint / sales inquiry. Check the returned sample and provide the feedback to consumer if requested
• Handle critical complaint. Manage checks of the returned sample and conduct investigation with Commercial Quality Management (CQM) team
• Support contact with distributors and consumer for quality issues, and handle the process correctly and timely
• Conduct the product inspection in case quality issue / new product, incoming check, report it to team & CQM
• Verify product descriptions to CQM (ingredients, fair trade communication etc.) before sharing with sales team for answering clients/consumers 
• Support promotion items certification process (check labeling, specification to meet Japan rules) and conduct the incoming quality check on behalf of CQM
• Collaborate in withdrawal / recall and crisis management processes, in accordance with relevant Group documentation and guidelines
• Support commercial quality activities by attending respective meetings and preparing the relevant reporting for further sharing (and escalation) to cluster and region level
• Manage commercial supply chain related activities, cooperate with supply chain self-assessment (Level 1) in warehouses and transport management regarding implementation of objectives, framework requirements, technical specifications and evaluation criteria defined by Ferrero Quality Department
• Manage planning and perform quality control (Level 2), including relevant follow-up. plan and execute quality control in distributor warehouses
• Support supply chain in new warehouses scouting and selection by ensuring that minimum quality standards are guaranteed
• Periodically monitor the supply chain lead-time performance
• Manage data logger monitoring and conduct the inspection if needed
• Plan and perform local traceability test by organizing the complete committee and running relevant analysis
• Support document preparation for custom clearance, especially for new products
• Conduct labeling process checks at warehouse. Prepare SOP for warehouse operators if required
• Support the update of the product specification sheet when required by sales team
• Be aware of the relevant industry updates, participate in government food seminars, support contact with trade associations for consumer and industry / legal matters
• Take the role the company required projects relating to product quality, supply chain quality, consumer service system and others
• Delivering administrative assistance to facilitate functional, team, and office activities 

Who we are looking for:

• University degree in food science, food chemistry, analytical chemistry
• Strong relevant experience in food industry
• Knowledge of the production technique and quality standards for food industry in Japan
• Understanding of supply chain and warehousing assessment experience
• Experience of consumer service, client management
• Strong communication skills, with ability to collaborate effectively across the organization and teams
• Good knowledge of MS Office tools. SAP is considered a plus
• Fluency in English; knowledge of Japanese (native level)

How to be successful in the role and at Ferrero:

Consumers, quality and care are at the heart of everything we do. So, to be successful at Ferrero, you’ll need to be just as consumer and product centric as we are - dedicated to crafting brilliant results for consumers around the world. 

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