Customer Quality Manager International Accounts- Tech Center, Caldwell ID

Simplot•Caldwell, ID

5d•Onsite

About The Position

The Customer Quality Manager International Accounts is responsible for the creation, review, and updates to Quality Assurance Policies, Procedures, and other activities related to international accounts. This role manages customer relationships through compliance with contractual obligations and specifications, and effective communications with internal and external parties. The role supports the implementation of food safety and quality policies and procedures within the Global Potato factories, customer audits, and new facility/production line approval. It works with Operations to ensure products distributed to customers are safe, meet regulatory requirements, and are manufactured in accordance with customer requirements and Simplot’s high-quality standards. The position coordinates with the Senior Manager Customer Quality, Senior Manager Food Safety, Senior Director Food Safety & Quality, and the factory for product recalls or market withdrawals. It provides support for all quality and food safety responsibilities related to international accounts and communicates updates from customers to the Operations/Factories, Food Safety & Quality Team, and other impacted stakeholders. The Customer Quality Manager collaborates with the internal Sales Team to provide training on quality and specification expectations, mitigate issues arising in the market, and facilitate and resolve customer complaints in partnership with sales and factory teams. It provides direction and insight for the development, implementation, and ongoing review of operating and quality policies and procedures, as well as training curriculum and activities that assure compliance with customer expectations. The role develops and maintains effective relationships with customer's quality, R&D, and purchasing groups to facilitate open and direct communication. It leads by example in being ‘customer-obsessed’, helping to educate internal Simplot customers on our customer’s expectations as well as representing the Simplot company externally with customers and other partner suppliers. The role serves as the quality and technical expert for customers and the industry, and provides support to regional Food Safety & Quality teams (i.e. ANZ and EMEA) as needed.

Requirements

Bachelor’s Degree (B.A. or B.S.) from 4-year college or university or equivalent experience.
5+ years related experience and/or training.
Good written and verbal communication skills are necessary.
A good understanding of SharePoint, Oracle, SAP and proficient use of MS Word and MS Excel are desired.
This position interacts regularly with international teams and some meetings will be held outside of typical business hours.

Responsibilities

Ensure customer confidence by attending virtual and in-person meetings or product cuttings with customers.
Assure that customer standards, specifications, policies and procedures are appropriately communicated, interpreted, standardized, and integrated into Simplot Global Potato Quality Systems where necessary and appropriate.
Work directly with the factories, Customer Quality Team, and other stakeholders.
Ensure customer confidence by monitoring and responding to complaints and inquiries in a timely manner.
Support factory investigations and complaint resolution.
Lead communication with the customer, as appropriate and in coordination with the Senior Manager Customer Quality.
Support the Operations Team and factories to help ensure compliance with customer expectations, this includes notifying the factories of updates, trends, and lessons learned.
Coordinating training as necessary.
Provide leadership on all applicable quality and food safety initiatives.
Collaborate with the internal Sales Team to provide training on quality and specification expectations.
Collaborate with the internal Sales Team to mitigate issues arising in the market.
Collaborate with the internal Sales Team to facilitate and resolve customer complaints in partnership with sales and factory teams.
Support quality improvement or new product development projects to help ensure compliance with regulatory requirements, operational capabilities, and customer expectations.