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Full-time
bachelor degree
Posted 10d ago
Apply by Sep 30
~40 hrs/week
Responsibilities
Ensure compliance with quality requirements across the product value chain, focusing on commercial logistics, point of sale, and customer service. Manage consumer complaints, conduct product inspections, and oversee quality controls within distributor warehouses.
Requirements
Requires a university degree in Food Science, Chemistry, or a related field with solid experience in the Japanese food industry. Must be fluent in both Japanese and English with strong knowledge of food production techniques and quality standards.
Full job description
About the Role:
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.
Main Responsibilities:
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
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
About You:
University degree in Food Science, Food Chemistry, Analytical Chemistry, or a related discipline
Solid relevant experience within the food industry
Strong knowledge of food production techniques and quality standards in Japan
Experience with supply chain and warehousing assessments
Background in consumer service and client management
Strong communication and stakeholder management skills
Proficiency in MS Office; SAP knowledge is an advantage
Native Japanese, fluency in English
Our Benefits & Perks:
Careers with caring built in - discover our benefits here.
About Ferrero:
Ferrero began its journey in the small town of Alba in Piedmont, Italy, in 1946. Today, it is one of the world’s largest sweet-packaged food companies, with many iconic brands sold in countries all over the world. Find out more about Ferrero at ferrero.com.
DE&I at Ferrero:
Ferrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative, and highly rewarding.
Find out more here.
Founded in 1946 by Pietro and Giovanni Ferrero, the Ferrero Group is a family-owned business in its third generation. It has been built by talented people who share a commitment towards continuous improvement to achieve the highest quality and care. This same commitment is put into everything we do for our consumers and characterizes the environment in which we operate.
Some of the world’s most iconic confectionery products come from Ferrero, including Nutella®, Tic Tac®, Ferrero Rocher®, and Kinder Surprise®. Sold in more than 170 countries, our products are part of the collective memory and traditions of consumers all around the world; loved by generations.
In 2015, we entered a new era of acquisitions. Since then, we have acquired several brands and businesses, including Fannie May, the confectionary division of Nestlé, and Eat Natural, expanding our footprint and product offering also into the healthy snack segment.
The secret to our global success is our 38,767 employees across the world, all dedicated to delivering the care and quality to craft the business, the careers and the brands we are proud of. From the moment you join us, we make sure you can nurture your curiosity and natural abilities. We provide the resources you need to succeed personally and professionally in a diverse work environment that is multicultural, innovative, and highly rewarding.
In 2021, Ferrero was the confectionary company with the best reputation in the world, according to RepTrak. This achievement reflects our determination to bring consumers only the very best; an approach which is at the heart of everything we do. Our dedication to quality and excellence, our heritage and our family values, as well as our respect for the environment and the communities in which we work, are all seen in our desire to sustain and celebrate life’s special moments.
Be part of it! Visit www.ferrerocareers.com to explore the opportunities Ferrero can offer when you craft your career with us.
Offices: 16, Route de Trèves, Senningerberg, Luxembourg 2633, LU
FarmingAgricultureFood and BeverageManufacturingFood Processing
How many Customer Service & Support jobs are open in Chiyoda, Japan right now?
There are currently 65 open customer service & support positions in Chiyoda, Japan listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Customer Service & Support roles in Chiyoda, Japan?
Companies currently hiring include ServiceNow, Citi, The Hongkong and Shanghai Hotels, Limited, Omnissa, Johnson & Johnson Innovative Medicine, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Customer Service & Support jobs in Chiyoda, Japan?
Yes — 38 of the 65 open customer service & support positions offer remote or hybrid work (3 remote, 35 hybrid).
How do I apply for Customer Service & Support jobs in Chiyoda, Japan?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.