Supervisor, Quality Customer Compliance

Job Summary

• In this role, you will manage, coordinate and administer the site customer compliance program: customer audits, complaints, projects and initiatives for continuous improvements and customer specifications.
• Manage and support internal projects and ensure compliance with cGMP, applicable ISO requirements and company policies and procedures.

• Manage and support internal and external customer audits.
• Manage the customer complaint process, review/approve complaint reports to ensure investigations are complete and thorough and customer response letters are adequate.
• Analyze data and provide reports and recommendations to management for continuous improvements.
• Oversee Supplier Relationship Management (SRM) meetings with customers.
• Manage and oversee internal and external customer projects and initiatives.
• Review/approve customer specifications.
• Manage a cross‑functional team that interfaces with internal and external customers.
• Conform with and abide by all regulations, policies, work procedures, instructions, and all safety rules.
• Exhibit regular, reliable, punctual and predictable attendance.
• Prepare weekly, monthly, and quarterly reports to trend quality performance.
• Other duties as assigned based on business needs.
• Ensure adherence to corporate Quality System requirements.

• Bachelor’s degree in science, engineering or related field, or associate’s degree with relative experience preferred or equivalent work experience.

• Minimum 3 years of progressive experience in Quality Assurance, Quality Control, or cGMP environment.
• At least 1 year experience in managing others preferred.
• At least 1 year experience in a customer‑facing role preferred.

• Previous employment within the pharmaceutical, health care or food/beverage manufacturing industry preferred.
• Understanding of working Quality Management System (QMS) preferred but not required.
• Experience with customer interface and meeting customer expectations.
• Experience with ISO 9001, ISO 15378, cGMP requirements.
• Working familiarity with Project Management tools and Quality Risk Management.
• Ability to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description.
• Support and contribute to Lean Sigma programs and activities towards delivery of the set target.
• Comply with the company’s safety policy at all times.
• Comply with the company’s quality policy at all times.

5%:
Up to 13 business days per year.

Sedentary—exerting up to 10 lbs (4 kg) of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

• Ability to learn, understand, and remember normal tasks.
• Ability to hear, speak and understand conversation in English in a normal tone of voice.
• Ability to see and read letters, numbers, characters, or symbols and identify colors.
• Maintain the ability to work well with others in a variety of situations.
• Multitask, work under time constraints, problem solve, and prioritize.
• Maintain confidentiality and resolve conflicts appropriately.
• Make independent and sound judgments.
• Read and interpret data, information, and documents.
• Analyze and solve simple to complex problems.
• Observe and interpret situations and offer guidance.
• Learn and apply new information or new skills.
• Work under deadlines with constant interruptions.

West is an equal‑opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status. If you have a special need that requires accommodation in order to apply to West, please send an email to Apply Where permitted by law, an offer of employment with West Pharmaceutical Services, or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of background screening.