Assistant Food Safety & Quality Manager, JP

This role is responsible for ensuring compliance with Ferrero Group quality requirements across the entire product value chain, from plant to consumer. The position focuses on implementing, monitoring, and continuously improving quality activities related to commercial logistics, trade/point of sale, and customer service.

The role adds quality value to business operations and actively participates in key discussions and meetings within the Japan business unit. The position reports to the Korea/Japan Cluster Quality Manager.

Consumer Service & Complaint Management

• Support consumer service quality activities, including call center self-assessments, Q&A updates, and process optimization
• Act as the first point of contact for consumer inquiries and complaints
• Manage Ferrero Care systems, handling inquiries and complaints from call center/ sales team / webform / contact-us sections
• Handle non-critical complaints and sales inquiries, including returned sample checks and consumer feedback where required
• Manage critical complaints by coordinating returned sample analysis and investigations with the Commercial Quality Management (CQM) team
• Ensure timely and accurate communication with consumers and distributors on quality-related matters

Commercial & Product Quality

• Conduct product inspections in cases of quality issues, new product launches, and incoming checks; report findings to the team and CQM
• Verify product descriptions (e.g., ingredients, Fairtrade communication) with CQM prior to sharing with sales teams
• Support promotion item certification processes, including label and specification checks in line with Japanese regulations
• Perform incoming quality checks for promotional items on behalf of CQM
• Support product withdrawals, recalls, and crisis management activities in line with Group guidelines

Supply Chain & Warehousing Quality

• Support commercial quality activities through meeting participation, reporting, and escalation to cluster and regional levels
• Manage commercial supply chain quality activities, including cooperation on Level 1 self-assessments for warehouses and transport
• Plan and execute Level 2 quality controls in distributor warehouses, including follow-up actions
• Support new warehouse scouting and selection by ensuring minimum quality standards are met
• Monitor supply chain lead-time performance and manage data logger monitoring and inspections
• Plan and execute local traceability tests, coordinating relevant stakeholders and analysis
• Conduct labeling process checks at warehouses and prepare SOPs for warehouse operators when required

Regulatory, Documentation & Continuous Improvement

• Support documentation preparation for customs clearance, particularly for new products
• Update product specification sheets as required by sales teams
• Stay informed on industry and regulatory updates, participate in government food seminars, and support engagement with trade associations
• Contribute to company projects related to product quality, supply chain quality, and consumer service systems
• Provide administrative support to facilitate functional, team, and office activities