Customer Quality Specialist

Job Description

The Customer Quality Specialist role is an entry level role within the Customer Quality team.

• Amsterdam
• Netherlands
• Hybrid

Job Summary:

The Customer Quality Specialist within the Quality Center of Excellence platform will act as the liaison between ADM and customers on all standard documentation requests for quality and food safety related matters. This role will be introduced to quality-based support for the ADM commercial, sales, customer service and production teams. Support for Customer Quality Specialists will be required by the Customer Quality Representatives and Product Stewards. Direct interaction with existing and potential ADM customers is expected.

Participation and adhering to existing processes, as well as implementation of activities to support improvement opportunities, are critical to ensure that we demonstrate best in class customer satisfaction. Role responsibilities will increase in complexity as knowledge and understanding are gained at product and service levels. This position reports to EMEA Customer Quality Manager in Amsterdam at ADM Specialty Ingredients where we work with Proteins and other Ingredients.

Essential Job Functions:

• Gain a basic understanding of the Center of Excellence (CoE) BU associated products and applications
• Manage incoming quality requests from customers in sales force and team mailbox, end users and sales managers with an aim towards a high level of customer satisfaction. Assist with request entry and training, as needed
• Manage incoming quality requests via Salesforce and customer portals with high accuracy and timely follow-up.
• Complete standard quality documentation, questionnaires (e.g., allergen/spec forms), and technical inquiries.
• Identify contacts within BU and gain understanding of who to reach out to for particular issues
• Liaise & collaborate between Customer Quality Representatives and internal departments as applicable on all relevant quality related matters
• Increase awareness of the customer quality team within the organization by giving trainings and communicating with stakeholders.
• Support the Customer Quality representative and prepare overviews on the open customer request to have an efficient follow up
• Ability to learn business specific information systems and willingness to learn cross-BU information to establish basic coverage
• Interpret and respond to customer inquiries stemming from email or online inquiries
• Maintain action item tracking, supporting workload visibility across the entire Quality CoE team.
• Participate in continuous improvement projects, sharing knowledge and supporting team-wide efficiency.
• Other duties as assigned or needed

Key Behavioral Competencies & Qualifications:

• Education: Bachelor’s degree in Food Quality/Technology or related field; Master’s in Food Quality Management/Technology is a plus.
• Experience: Minimum 2 years of experience in Food & Feed quality factory environment or technical customer service.
• Growth Mindset & Accountability: Open to continuous learning, receptive to constructive feedback, and proactive in taking ownership of mistakes and applying lessons learned.
• Team Collaboration & Boundaries: Proven team player who respects colleagues' roles, communicates constructively, and thrives in a multi-cultural/multi-site team environment.
• Discretion & Professional Integrity: High standard of ethics, confidentiality, and professional boundary-setting in internal and external communications.
• Workload & Stress Management: Highly organized with the ability to prioritize tasks, communicate bandwidth proactively to management, and work pragmatically under pressure.
• Standards & Technical Knowledge: Understanding and experience with HACCP, EFISC, FSSC 22000, and HALAL/KOSHER/IP standards. Capability to understand technical terminology and perform basic troubleshooting
• Languages: Advanced level of English required; Dutch or other European languages are a strong advantage.