Monument Search Group · 21 hours ago
Consumer Relations & Product Quality Coordinator
Manteno, IL
Full-time
Onsite
Entry, Mid Level
2+ years expMonument Search Group is seeking a Consumer Relations & Product Quality Coordinator who will play a crucial role in protecting brand reputation by managing consumer feedback and ensuring product quality. The coordinator will act as a liaison between various departments to resolve consumer complaints and support continuous improvement efforts.
Staffing & Recruiting
Hiring Manager
Jennifer Biskie
Responsibilities
Consumer Complaint Management
Receive, log, and categorize consumer complaints from customers, retailers, and internal teams, ensuring complete and accurate complaint records
Support investigations by coordinating with Production, QA, Sanitation, and Maintenance, and compiling relevant documentation (batch records, metal detector logs, allergen records, weight checks, and related data)
Draft initial investigation summaries, escalate complex or high-risk complaints to QA leadership, and assist with CAPA development and verification
Track complaint response timelines, CAPA actions, and open items to ensure alignment with internal, customer, and regulatory requirements
Maintain complaint databases and QA trackers, and prepare monthly and quarterly complaint trend summaries and dashboards to support data-driven decision-making
Customer Sample Coordination & Management
Serve as the primary coordinator for all customer sample requests, including sales, complaint-related, audit, and quality inquiry samples
Receive, log, and track sample requests to ensure complete and accurate details (product, lot/date codes, quantity, destination, and purpose)
Coordinate with Production, QA, Warehouse, R&D, and Sales to identify, verify, and release correct samples while maintaining traceability and lot integrity
Prepare and ship samples by verifying accuracy, food safety and allergen compliance, packaging, temperature control, documentation, and shipment logistics
Maintain chain-of-custody and sample documentation, and communicate sample status, issues, or delays to relevant stakeholders
Cross-Functional Communication & Support
Participate in weekly quality meetings to collect relevant information for complaint investigations
Communicate missing details or needed follow-ups to production supervisors, QA technicians, or sanitation leads
Support QA leadership on special projects, customer audits, new product launches, and continuous improvement activities
Assist with training materials or quality alerts when complaint trends or cutting results identify needed updates
Customer Database & Documentation Support
Assist customer service with gathering information in retailer, third-party, and certification portals (SQF, TraceGains, GS1, GFCO, customer portals)
Upload COAs, allergen statements, nutritional documentation, audit responses, and specification updates under guidance from QA leadership
Support QA leadership during customer documentation audits by preparing files, organizing data, and responding to basic data requests
Product Cuttings & Sensory Evaluation
Coordinate the scheduling of routine product cuttings for finished goods and R&D product trials
Prepare cutting sessions by gathering product samples, organizing cutting rooms, tools, and scorecards
Assist in conducting sensory evaluations by capturing panel feedback and documenting characteristics such as:
Appearance, texture, color
Weight and physical measurements
Bake performance and defects
Flavor consistency
Packaging integrity
Record any deviations and notify and provide report to QA team
Maintain organized digital and physical files of all cutting results for reference and trend analysis
Other responsibilities as assigned by Management
Qualification
Required
Associate or Bachelor's degree in Food Science, Quality Management, or related field preferred; equivalent experience considered
2+ years of experience in food manufacturing, quality assurance, or consumer relations
Working knowledge of food safety systems (SQF, HACCP, GMPs) and customer quality portals
Strong analytical skills with the ability to interpret data and identify trends
Excellent written and verbal communication skills, with the ability to communicate across multiple departments
Highly organized, detail-oriented, and capable of managing multiple projects in a fast-paced environment
Proficient in Microsoft Office (Excel, Word, PowerPoint)
Preferred
Experience with TraceGains or GS1 is a plus
Company
Monument Search Group
We’re a team of recruiters from across the country who share a passion for helping companies hire the people they need to grow.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase