Quality Supervisor - Site 1

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

• 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.

• Cook up customer meetings, follow-ups, and service updates as needed.

• Monitor customer orders, inventory updates, shipping schedules, and fulfillment timelines.

• Communicate order status, delays, shortages, and delivery updates to customer in a timely manner.

• 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.

• 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.

• Absorb customer quality documentation when required.

• 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

• A High School Diploma or GED is required; an associate or bachelor's degree is preferred.

• Two or more years of customer service, account coordination, food manufacturing, or supply chain experience is preferred.

• Experience in frozen foods/food manufacturing is preferred.

• Strong verbal and written communication skills are required.

• Excellent organizational skills with strong attention to detail are essential.

• The ability to manage multiple priorities in a fast-paced environment is crucial.

• Proficiency in Microsoft Office Suite (Excel, Outlook, Word, Teams) is required.

• Experience with SAP or inventory management systems is preferred.

• The ability to maintain professionalism and confidentiality is important.

• The ability to sit, stand, and use office equipment for extended periods is necessary.

Core Values Alignment

• Integrity and accountability

• Commitment to quality and food safety

• Professional communication

• Team collaboration

• Continuous improvement mindset

• Customer service excellence

Performance Expectations

• 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

Pay Range

The pay range for this role is: $85,000 - $105,000 USD per year (OSF Site 1)