Who we are: IRCA Group, an Advent portfolio company, was founded in Italy in 1919, and it is a leading international B2B provider of high-quality semi-finished ingredients such as chocolate, decorations, creams, inclusions, nuts and pistachios, pastry mixes, gelato ingredients, and other essential solutions for industrial clients or other independent artisanal producers.
With more than 2.200 employees, 20 production facilities worldwide, and €1.3 billion in revenues, IRCA Group has a solid track record of growth and international expansion.
What do we offer:
- An international and inclusive environment, with opportunities to work on global projects and collaborate with colleagues worldwide
- Career growth opportunities, including possibilities abroad
- Health insurance coverage as per national labor contract
The role:
What will you do:
- Manage customer complaints end‑to‑end, including intake, timely first follow‑up within the working day, and ongoing coordination until closure
- Perform root cause analysis and define corrective and preventive actions (CAPA), coordinating cross‑functional teams when required to eliminate identified issues
- Oversee non‑conformity management, ensuring effective implementation, documentation, and follow‑up of corrective and preventive actions
- Prepare clear and structured internal reports and customer-facing reports related to complaints, investigations, and resolutions
- Monitor, analyze, and regularly update customer complaint KPIs to support performance tracking and continuous improvement
- Act as the primary point of contact for key customers, ensuring effective and professional communication on quality matters
- Manage customer communications in case of product recall, including email exchanges, contact retrieval, and continuous update of involved customer records
- Support documentation management and ensure full traceability of customer communications, especially in critical quality situations
- Support the management and maintenance of the Quality and Food Safety Management System, including HACCP and GMP requirements
- Contribute to product traceability and recall readiness activities in line with food safety regulations and internal standards
- Collaborate on continuous improvement initiatives aimed at strengthening the effectiveness and robustness of the Quality and Food Safety system
Requirements:
- Education: Degree in Food Science & Technology or related fields.
- Professional Skills: Knowledge of HACCP principles; understanding of food quality and safety requirements within food manufacturing environments; ability to manage quality-related activities and customer interactions
- Experience: At least 1+ years of experience in a similar role
- Language Skills: Proficiency in Italian and English is mandatory. Additional language skills are a plus
- Computer Skills: Proficiency in Microsoft Office Suite
- Behavioural Requirements: Strong analytical and problem-solving skills; team-oriented mindset with a proactive approach to customer relationship management; high level of accuracy, autonomy, and result orientation.
Other details:
Location: Vergiate (VA)
Working hours: Full time, 40h/week, from Monday to Friday
Contract: CCNL Alimentare Industria
Level: Impiegatizio
Meal vouchers: €8 for each day spent in the office
Remuneration: starting from RAL 30.000€
IRCA fosters a dynamic environment, valuing different perspectives and international experiences, offering a stimulating context. We promote professional growth and career opportunities locally and internationally. With locations worldwide, we offer the chance to work on international projects, collaborate across cultures, and gain a global perspective. If you are looking for stimulating challenges and the chance to contribute your ideas for process improvement in an ever-growing company, IRCA is the right place.
We welcome applications from candidates of all genders, backgrounds, identities, nationality, ethnic origin, sexual orientation, marital status, disability, parental responsibilities, age, religion, or belief. We believe in equal opportunities for all and ensure that our hiring process complies with the highest standards of non-discrimination and inclusivity. IRCA Group is dedicated to fostering a diverse and inclusive work environment where everyone can be their authentic selves, reach their full potential, and feel a true sense of belonging. Join us in creating a workplace where diversity is valued, and everyone can thrive.
Il presente annuncio è rivolto ai candidati appartenenti a qualsiasi orientamento o espressione di genere, nel rispetto dei principi di diversità e inclusione e di non discriminazione ai sensi del D.lgs. 198/2006.
Skills Required
- Degree in Food Science & Technology or related field
- Knowledge of HACCP principles
- Knowledge of GMP (Good Manufacturing Practices)
- Understanding of food quality and safety requirements in food manufacturing environments
- At least 1+ years of experience in a similar role
- Proficiency in Italian and English
- Proficiency in Microsoft Office Suite
- Strong analytical and problem-solving skills
- Team-oriented mindset with proactive customer relationship management
- High level of accuracy, autonomy, and result orientation
- Additional language skills
What We Do
Founded in 1919, IRCA Group is a global leader in the production of high-quality ingredient solutions for the pastry, bakery, chocolate, and gelato markets. Serving both artisans and industrial food manufacturers in over 100 countries, the company combines Italian heritage with innovation to provide a comprehensive portfolio of products, including creams, fruit preparations, and inclusions, helping professionals create extraordinary culinary experiences with simple, reliable, and scalable solutions.
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