Quality Assurance (Customer Focus)

Who are we?ofi is a global leader in food & beverage ingredients. Pioneers at heart, we operate at the forefront of consumer trends to provide food & beverage manufacturers with products and ingredients that will delight their consumers. Making a positive impact on people and planet is all part of the delight. With a deep-rooted presence in the countries where our ingredients are grown, we are closer to farmers, enabling better quality, and more reliable, traceable and transparent supply. Supplying products and ingredients at scale is just the start. We add value through our unique, complementary portfolio of natural, delicious, and nutritious products. With our fresh thinking, we help our customers unleash the sensory and functional attributes of cocoa, coffee, dairy, nuts, and spices so they can create naturally good food & beverage products that meet consumer expectations. And whoever we’re with, whatever we’re doing, we always make it real.Overview of the positionAct as the main point of contact between customers and the organization by providing clear, accurate, and consistent information. This role translates technical, regulatory, and process-related requirements into simple customer-facing communications while ensuring compliance with company policies and regulations.Placement: Tangerang, IndonesiaResponsibilitiesAct as single point of coordination for all customer inquiries, specifications, audit, and complaints related to quality, food safety, regulatory compliance, and technical matters across cocoa products.Receive, log, assess, prioritize, and track customer inquiries including audit and complaint to closure, ensuring timely follow‑up and response.Ensure all responses are factually correct, internally aligned, consistent with approved specifications and policies, and fully traceable for audit purposes.Review customer inquiries, audit, and complaints to confirm regulatory applicability and compliance for Indonesia, and relevant destination or export markets.Work in close coordination with the Cocoa Global and APAC Customer Inquiries team; Commercial and Customer Service team to ensure alignment in approach, interpretation, and positioning on customer requests, audit, and complaints. Track and analyze customer inquiry trends by topic, product platform, customer, and region.To connect and engage relevant stakeholders to execute CAPA closure and its effectiveness related to audit and customer complaints.Strong organizational and coordination skills to manage high inquiry volumes and multiple stakeholdersParticipate in conducting risk assessments related to product and process quality and assist in developing effective mitigation plans to minimize potential risks.Whenever needed to monitor and ensure all quality processes and products comply with relevant industry standards (e.g., ISO, IATF, AS) and regulatory requirements. Employees can use or operate SAP module (Material Management and Quality Management) RequirementsBachelor’s Degree in Food science/technology, Chemistry, Microbiology, Quality Management or a related field.Minimum 5 years in Quality and Food Safety, especially having frequent customer interface.Understanding FSSC 22000, GMP-GHP, HACCP, Halal, knowledge of quality assurance processes and standards.Strong communication skills in English, both written and spoken.Analytical and problem-solving skillsStrong leadership and team managementCommunication and interpersonal skillsAt ofi, we celebrate our diversity. ofi provides equality of opportunity for all persons with respect to hiring without discrimination on the grounds of race, color, religion, national origin, gender, disability, veteran status, or sexual orientation. All employment decisions will be based on qualifications, merit, and business needs.For more details about ofi Indonesia, please check on our LinkedIn page: https://www.linkedin.com/company/ofiindonesia/