Quality Customer Support Manager
About The Position
The Quality Customer Support Manager will serve as the primary point of contact for product quality inquiries from key accounts. This role involves providing customers with information on quality policies, food safety standards, certifications, and aseptic processes. The manager will also assist in customer audit and documentation request processes, manage customer quality issue investigations, and contribute to continuous improvement initiatives. Additionally, the role requires maintaining a centralized complaint handling system, supporting regulatory and business needs, and collaborating with various teams to ensure high standards of quality and customer satisfaction.
Requirements
- Bachelor's degree in Food Science, Quality Management, or related field (or equivalent experience)
- Minimum 5+ years in quality assurance or customer relations within the food/beverage industry.
- Excellent communication, problem-solving, and cross-functional collaboration skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong knowledge of food safety regulations (FDA, FSMA, HACCP, SQF).
- Proficiency in Microsoft Office and data analysis tools.
Nice To Haves
- Management experience preferred.
- Experience in aseptic processing, dairy, or plant-based products is highly desirable.
Responsibilities
- Serve as the primary point of contact for product quality inquiries from key accounts.
- Provide customers with information on our quality policies, food safety standards, certifications (e.g., Organic, Non-GMO, Kosher, SQF, HACCP), and aseptic processes.
- Assist in customer audit and documentation request processes.
- Receive, log, and investigate quality complaints from customers, co-manufacturing partners, distributors, and retailers.
- Coordinate internal investigations with QA, production, and supply chain teams to identify root causes.
- Communicate findings, corrective actions, and resolutions promptly and professionally to customers.
- Ensure complaint closure within established timelines and achieve high resolution rates.
- Partner with teams to develop and implement preventive measures to minimize quality issues.
- Track corrective and preventive actions (CAPAs) and integrate learnings into operations and customer interactions.
- Maintain a centralized tracking system for all customer quality complaints.
- Contribute to regular reports on trends, root causes, and recurring issues.
- Monitor key customer metrics, identify improvement opportunities, and support cross-functional initiatives.
- Support verification processes and maintain documentation for quality and safety standards.
- Collaborate on Service Level Agreements (SLAs) for partners, monitoring performance in quality, delivery, and customer satisfaction.
- Support business development in meetings and calls with customers related to quality requests and investigations.
- Ability to complete projects assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
