Customer Quality Specialist

IRCA is a prominent international provider of semi-finished ingredients for the bakery, pastry, and gelato markets. They cater to independent producers as well as large food manufacturers, including consumer packaged goods (CPG) companies. The company's core product offerings consist of chocolate, chocolate decorations, creams, pastry mixes, gelato ingredients, and various other bakery and pastry ingredients.

Headquartered in Italy, IRCA was acquired by Advent International, a global private equity firm, in July 2022. The company has demonstrated a strong history of growth over the past decade. As part of its growth strategy, IRCA made two bolt-on acquisitions in 2022. They acquired Cesarin, a provider of candied fruits, and Anastasi, a supplier of pistachio ingredients. These acquisitions expanded IRCA's product portfolio and market reach.

More recently, IRCA acquired the leading manufacturer of sweet and cereal products in Europe and the US. The target company focuses on high-value specialty ingredients for the Food Manufacturers segment. Their product range includes sweet particulates, chocolate confections, baked inclusions, variegates, and fruit purées. This deal, successfully completed in March of 2023, is a transformative move for IRCA, establishing them as a global leader in the semi-finished ingredients industry.

With this acquisition, IRCA has a combined revenue of €1 billion in 2023 and a presence in 22 manufacturing facilities across Europe, the US, and Vietnam. This expanded manufacturing footprint and diversified product portfolio positions IRCA as a key player in the market, serving a wide range of customers in the bakery, pastry, and gelato sectors, as well as food manufacturers.

This is an onsite role and you can work in our offices located in Duluth, GA. Onsite daily, general hours are 8AM to 5PM. We are seeking an experienced and resourceful coordinator to oversee the day-to-day relations with our clients in regard to onboarding them into or organization and to support new sales and product fulfillment. The customer support coordinator will be responsible for collecting information and requests customer will have related to conducting new business with the company. This would also focus on project management of customer inquiries and requested ad answer them in a timely manor. We are seeking someone with excellent verbal and written communication skills as this person will partner directly with our Quality Assurance, Regulatory, and Legal teams and others  Documenting the initial to end process and coordinate with various departments is a focal point and will require someone who is detailed focused and organized for the position. To be successful in the position we are ideally seeking someone with a background in food related fields and experience working in a QA related position. 

• Manage new customer onboarding process, with supplying requested documentation from the customers requests 
• Working with all departments to obtain what is being requested to be completed by the customer. Being the point person with Legal on all NDAs, any supplier agreements or any document that requires the company’s signature across all divisions. 
• Coordinate legal documents with the legal department, communicate the discrepancies in any agreement to the Sales Rep and follow the process until the end of the complete signed document between both parties. 
• Work as a Liaise with the in-house teams, Customer Support, Sales Rep, QA, Regulatory, Legal, CCO across all divisions. POC for all customers, set up from both sides Customer and Company.
• Organize internal staff and setting schedules for deliverables. 
• Collect and analyze a variety of data to ensure that it meets the intended requirements.
• Ability to effectively communicate and work with multiple departments 
• Able to handle multiple tasks or projects at one time meeting assigned deadlines. Document in a detailed tracker to understand and help others relate to customer projects 
• Escalate complaints to relevant departments across all divisions.
• Manage special projects assigned by the manager of the department.
• Maintaining relationships with clients and customers across all divisions

• 3-5+ years related experience or equivalent combination of education/experience and training.
• Outstanding organizational skills
• Excellent verbal and written communication skills
• Basic knowledge of food safety, quality, regulatory and HSE programs and an understanding of the food manufacturing process.

• Understands product limits (specifications) and end use
• Ability to function and maintain focus in a high demand environment
• Ability to prioritize and multi-task according to workflow/demands
• Apply critical thinking skills (analyze/evaluate/consider solutions/act)
• Proficiency in CRM software (e.g., Salesforce) and Microsoft Office Suite. Basic knowledge use of Excel for project management and communication 
• Team-oriented, proactive, and customer-focused

Irca Group offers career growth opportunities as well as competitive compensation and benefits:

Medical, Dental, & Vision, 401(k) matching, Paid Vacation, and Holidays, Employee Education Tuition Reimbursement Program