Consumer Relations & Product Quality Coordina

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3 days ago Requisition

Salary Range: $24.00 To $28.00 Hourly

Overview:

The Consumer Relations & Product Quality Coordinator plays a key role in protecting Urban Farmer’s brand reputation by managing consumer feedback, driving root-cause investigations, supporting continuous improvement efforts, and ensuring product quality across all customer-facing platforms. This position serves as the main liaison between Sales, Quality, R&D, and Customer Service to ensure timely resolution of consumer complaints, robust documentation, and alignment with regulatory and customer requirements.

The role also leads internal product cuttings and manages quality-related customer databases and portals.

Key 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, elevate 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, Trace Gains, 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…