Customer Quality Lead

Job Description

Job Description

Location: Upper Sandusky, OH
Reports To: Director of Safety, Quality & Compliance

Overview

The Customer Quality Lead is responsible for leading the team that manages the end‑to‑end resolution of all quality concerns raised by customers, internal departments, and external stakeholders. Using Kalmbach Feeds’ quality management system, the Customer Quality Lead monitors daily communications, drives investigations, and ensures timely closure of QARFs (Quality Action Request Forms) while maintaining continuous improvement of quality processes.

Key Responsibilities

• Monitor and manage communications (e.g., email, phone, other messages) to identify and address quality concerns.
• Create, update, and close quality assurance requests (QARFs) for incoming requests from any channel.
• Coordinate with cross‑functional teams (nutrition, production, warehouse, purchasing, demand planning, transportation, etc.) to resolve open QARFs promptly.
• Ensure samples are requested, processed, and sent to the lab for analysis.
• Gatekeep and, when necessary, escalate issues to senior leadership for resolution.
• Assist with weekly and monthly production quality meetings, helping to guide discussion and action items. 
• Work with the Director of Safety, Quality & Compliance on quality processes and initiatives.
• Monitor and report team performance.
• Provide training, guidance, and support to customer quality specialists.

Qualifications

• High school diploma or equivalent (college degree preferred).
• Strong critical‑thinking and problem‑solving skills.
• Excellent written and verbal communication abilities.
• Ability to multitask, prioritize, and work independently in a fast‑paced environment.
• Basic computer proficiency (Word, Excel, quality‑management software).