Quality Supervisor - Site 1

About Old Souls FarmsOld Souls Farm is a growing food processing and packaging company based in St. Paris, Ohio. Founded in 2017, we started with a simple mission—produce high-quality food with care and consistency—and have since expanded to serve major national brands. With a team of over 250 employees, we take pride in hard work, reliability, and creating opportunities for people who want to build something meaningful together.About The RoleThis role is responsible for managing day-to-day communication, coordinating customer requests, supporting order fulfillment activities, resolving service issues, and ensuring the highest standards of quality, responsiveness, and customer satisfaction are consistently achieved. The ideal candidate combines strong communication skills with operational awareness and a proactive approach to problem-solving.Key ResponsibilitiesCustomer & Client Relationship ManagementServe as the primary point of contact for customer care and service-related matters.Build and maintain professional working relationships with customer representatives, internal departments, and external partners.Respond promptly and professionally to customer inquiries, concerns, requests, and escalations.Ensure all communications reflect OSF’s commitment to quality, professionalism, and customer satisfaction.Coordinate customer meetings, follow-ups, and service updates as needed.Order & Account CoordinationMonitor customer orders, inventory updates, shipping schedules, and fulfillment timelines.Communicate order status, delays, shortages, and delivery updates to customer in a timely manner.Coordinate with production, warehouse, logistics, and quality departments to ensure accurate and timely execution.Maintain accurate customer records, documentation, and communication logs.Issue Resolution & Escalation ManagementInvestigate and resolve customer complaints related to product quality, shipping, inventory discrepancies, or service concerns.Collaborate with QA, operations, and logistics teams to identify root causes and implement corrective actions.Escalate critical issues appropriately while maintaining professional and solution-focused communication.Track trends in customer complaints and recommend process improvements.Quality Assurance SupportSupport QA initiatives by documenting customer feedback, quality concerns, and corrective action outcomes.Ensure compliance with food safety standards, company policies, and customer-specific requirements.Participate in continuous improvement activities related to customer satisfaction and operational efficiency.Assist with audits, reporting, and customer quality documentation when required.Administrative & Reporting DutiesPrepare customer service reports, KPI tracking, and communication summaries.Maintain accurate data entry within SAP.Support cross-functional collaboration between customer service, operations, procurement, and leadership teams.Assist with special projects and account support initiatives as assigned.QualificationsHigh School Diploma or GED required; associate or bachelor's degree preferred2+ years customer service, account coordination, food manufacturing, or supply chain experience preferredExperience in frozen foods/food manufacturingStrong verbal and written communication skillsExcellent organizational skills with strong attention to detailAbility to manage multiple priorities in a fast-paced environmentProficiency in Microsoft Office Suite (Excel, Outlook, Word, Teams)Experience with SAP or inventory management systems preferredAbility to maintain professionalism and confidentialityWork EnvironmentOffice and operational facility environment.Frequent communication with internal teams and external customers.Occasional flexibility in schedule may be required to support customer or operational needs.Ability to sit, stand, and use office equipment for extended periods.Core Values AlignmentThe Ideal Candidate Will DemonstrateIntegrity and accountabilityCommitment to quality and food safetyProfessional communicationTeam collaborationContinuous improvement mindsetCustomer service excellencePerformance ExpectationsSuccess In This Role Will Be Measured ByCustomer satisfaction and responsivenessAccuracy of order and communication managementTimely resolution of customer concernsReduction in service-related errors and escalationsCross-functional collaboration effectivenessCompliance with company and customer quality standardsThe Pay Range For This Role Is85,000 - 105,000 USD per year(OSF Site 1)