Nom Nom · 20 hours ago
Q&FS CI and PH&R
Nashville
Full-time
Onsite
Mid Level
3+ years expNom Nom is dedicated to improving the lives of dogs by providing high-quality meals crafted by veterinary nutritionists. The PH&R / Customer Complaints & CI -PCQI role involves managing hold and release processes, addressing consumer complaints, and implementing continuous improvement programs to enhance product quality and customer satisfaction.
Consumer GoodsPet
Responsibilities
Daily Verification of holds and Micro/FS hold reconciliation
Update daily hold tracker and ensure estimated dates are updated daily
Ensure compliance with all Mars Q&FS Standards to control non-conforming products
FP PCQI Record review
Manage KPI regarding TAT of held product and dispositions
Track reoccurring hold trends
Ensure process gaps are escalated for mitigation in Record Review and H&R Process
Participate in RCA and incident management
Provide input to Food Safety Team about Non-Conforming Product trends
Coordinate review of results to support disposition
Daily PH&R release based on PCQI criteria
Ensure all records are maintained for traceability of held & released Finished Product
Ensures communication with external warehouses for FP holds
Complete all necessary traceability exercises per requirements
Ensure traceability of all samples, record and disposition
Drive Product improvement to promote continuous improvement in customer satisfaction
Complaints Management and CAPA incident Management related to customer complaints
Participate in morning meetings and all provide all necessary records
KPI’s Tracking
Consumer Complaints Reporting and Management Review
Provide Communication and information to sites and associates
Drive TAT, Response time on Customer Complaint investigations & PRIMP resolutions
Monitoring and analysis of KPI and CPT (complaints per thousand) to drive improvement through RCA
Foster collaborative relationship between manufacturing and market units
Attend FP monitoring Mgt (formulations) focus on top 3-5 Complaint Investigation
Coordinate/Escalate. CC data in both Mars and/or Nom Nom complaint tracking systems
Interface with customer care team
Collaborate with Customer Experience Team to align goals and strategies
Participating in site TLT Deep dive on customer complaints
In depth investigations into trending issues, initiate PRIMP’s when applicable
Other duties as assigned
Qualification
Required
College Diploma /University degree in science or equivalent level of experience
Knowledge of Quality & Food Safety Systems, along with Analytical and problem-Solving Skills
3–5 years of work experience in a Food manufacturing environment
Experienced in auditing, quality systems, and laboratory techniques
Knowledge of computers and MS office along with knowledge of Quality and Food Safety Systems
High interpersonal and communication skills foster the ability to build trust and rapport with employees at all levels
Proficiency in Google Workspace, Microsoft Office Suite, power BI, and spreadsheet tools
Benefits
Competitive pay
Associate Discount
Medical, Dental, Vision, Prescription and much more
Health Savings Account and FSA
401K with a match to 4%
We pay 100% of Short Term and Long-Term disability
Life Insurance
Paid holidays and vacation
Formal training and opportunities for career progression
Company
Nom Nom
We make real food to support healthier, longer lives for folks with paws. Because what’s good for people is good for pets too.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$13MKey Investors
Coefficient CapitalHeadline
2022-01-15Acquired
2020-06-10Series B
2019-01-23Series A
Leadership Team
Alexandria Jarrell
Co Founder
Recent News
2025-11-05
2025-06-30
Company data provided by crunchbase