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Why Lindt? …Because here I make a difference and that’s sweet. Matthew, Branch Manager
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Manager- Quality Assurance & Consumer Affairs

Job ID 1321

Location Toronto, Ontario


Location: Toronto, ON
Duration: 12-15 month contract

The Manager, QA and Consumer Affairs is responsible for developing, implementing and maintaining the food safety and quality assurance programs to ensure that all products are in compliance with or exceed L&S requirements and government regulations. This role is also responsible for the overall management of the Consumer Services offered by Lindt Canada. This role will interact with all internal departments including warehousing, co-packing and transportation providers; to develop a solid understanding of food safety and quality assurance and the consumer service groups of Lindt International and directly with consumers.

Key Responsibilities:
Quality Assurance:
• Responsible for effective implementation and utilization of approved methods to ensure the high quality of semi-finished products, finished products and packaging materials to include imported Retail / Wholesale novelty packaging
• Monitor and maintain Lindt Canada Recall Manual, Quality Manual and Retail Quality Manual. Create and/or enforce SOPs, forms and guidelines when necessary
• Work closely with LSCA Third Party Logistics provider to monitor, improve and maintain the AIB Food Distribution Center standards
• Act as point of contact for third party food safety audits, customer inquiries and during a recall
• Work with 3PL, monitor and track inbound container and trailer control to verify compliance with L&S and AIB requirements, and take appropriate action as required
• Monitor and maintain retained samples program and Quality Hold products ensuring products are inspected and appropriate disposition are implemented
• Interface with all departments to enforce quality standards in non-compliance situations
• Responsible for making impromptu decisions regarding manufacturing defects, some packaging defects and overall quality issues that arise on a daily basis. Coordinate and implement corrective actions with purchasing, marketing, logistics and co-packing personnel when necessary
• Responsible for Ricola GMP program, including inbound hold, monitoring laboratory product release, and retain samples program
• Responsible for the ensuring Lindt products and processes confirm to all applicable regulatory requirements and work with regulatory bodies when non-compliances have been identified
• Responsible for keeping the business informed on all escalated Quality issues, Regulation updates/ changes and support the team to understand how they apply to current business practices

Consumer Affairs:
• Manage the Consumer Service program to ensure compliance with L&S International processes
• Monitor the CRM system for complaint thresholds using the CRM data to support the food safety and quality system
• Manage and maintain processes regarding consumer complaints including inquires, minor complaints, foreign matters, insurance, legal and illness/injury. Ensure reports or claim data regarding critical issues are provided to Senior Management in a timely manner
• Establish and maintain processes that support consumer interactions resulting from social media inquiries and work to help achieve consumer satisfaction and positive notations
• Facilitate negotiation and conflict resolution through communications with the consumer. Interact with consumers when needed

• Responsible for the hiring, training, coaching and development of 3 direct reports

• Must have a BS Degree in Food Science or closely related field of study
• Formal training in HACCP, sanitation, food safety, regulatory compliance
• 3+ years food safety/quality experience and consumer service management
• Proven knowledge of food quality standards, federal, provincial and local regulations, consumer service and consumer affairs
• Strong understanding of GMP, HACCP, SPC, IPM, analytical testing, and food microbiology
• Bilingual in French considered an asset
• Strong interpersonal, managerial and leadership skills required, strong focus on accountability
• Excellent written and verbal communication skills
• Ability to work with individuals at all levels within the organization
• Ability to multi task in a fast paced environment, proven problem solving skill sets
• Excellent organization and prioritization skills

We thank all those who apply, however, only selected candidates will be contacted.
Lindt is committed to providing accommodations for people with disabilities. Accommodations are available upon request. Please contact our Human Resources department for more information. #CORPORATE

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