Supply & Customer Service Quality Lead

Supply & Customer Service Quality Lead

Be a part of a revolutionary change! At Philip Morris International (PMI), we've totally transforming our business and building our future on one clear purpose – to deliver a smoke-free future. With huge change, comes a huge opportunity. So, if you join us, you'll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions. Our success depends on people who are committed to our purpose and have an appetite for progress.

Your 'day to day' the Supply & Customer Service Quality Lead is accountable for the quality oversight of supply and customer service operations across the U.S. market, ensuring that all activities—from inbound materials to final product distribution—meet internal standards, regulatory requirements, and customer expectations. This role is key to driving continuous improvement, risk mitigation, and supporting PMI's transformation toward a smoke-free future.

Quality Oversight in Logistics:

• Lead quality oversight of transportation and distribution processes to ensure compliance with PMI QMS.
• Coordinate the investigation and resolution of logistics-related non-conformances (e.g., damage, contamination, mislabeling, temperature excursions).
• Develop and implement corrective and preventive actions (CAPAs) in collaboration with cross-functional teams.

Stakeholder Collaboration & SOP Development:

• Act as the quality owner with internal and external stakeholders—including operations, quality, logistics, and IT teams—to define logistics-related processes and identify continuous improvement opportunities.
• Lead the development of Standard Operating Procedures (SOPs) to ensure clarity, compliance, and alignment with PMI standards.
• Connect regularly with warehouse personnel across the PMI network to address quality-related topics and ensure timely updates on quality status.

Reverse Logistics & Product Integrity:

• Define and oversee reverse logistics quality processes, including return product disposition and sustainability-focused initiatives.
• Ensure traceability and integrity of smoke-free products throughout the supply chain.

Data Analysis & Reporting:

• Own logistics, quality performance monitoring (e.g., damage rates, returns, audit findings) to identify trends and improvement opportunities.
• Prepare and present quality performance reports to internal stakeholders.

Training & Compliance:

• Define Training strategy for logistics and warehouse personnel on quality standards, handling procedures, and hygiene protocols.
• Ensure compliance with internal policies, ISO standards, and tobacco industry regulations.

Support to Customer Service Quality:

• Provide expert quality support to the Customer Care department.
• Collaborate with stakeholders to address customer complaints and feedback related to logistics.
• Provide quality input for recall coordination and PRSSM processes.

Who we're looking for:

University degree in Supply Chain, Quality, Logistics, or related field; Equivalent skills through proven experience are also sufficient.

At least 3 years' experience in Supply Chain, Quality, Logistics, Management, Distribution, Warehousing and/or Transportation required.

Strong knowledge of GMP, ISO 9001, and regulatory requirements for tobacco or nicotine-containing products.

Experience with root cause analysis, CAPA, and audit processes.

Proficiency in data analysis tools (Excel, Power BI, SAP).

Excellent communication, problem-solving, and cross-functional collaboration skills.

Experience working with Customer Care and call center operations, including handling and analysis of customer complaints within a regulated or quality-driven environment.

Experience in smoke-free product logistics or regulated consumer goods.

Familiarity with sustainability and ESG-linked logistics practices.

Lean Six Sigma certification or equivalent is a plus.