What are the responsibilities and job description for the Quality Customer Support Manager position at Steuben Foods?
Quality Customer Support Manager
Key responsibilities include:
- Quality Communication & Customer Assistance
- 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
- Customer Quality Issue Management
- 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.
- Continuous Improvement & Preventive Action
- 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.
- Centralized Complaint Handling System
- 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.
- Regulatory and Business Support
- 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.
Education/Prerequisite 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.
- Management experience preferred.
- Experience in aseptic processing, dairy, or plant-based products is highly desirable.
Equipment/Training Knowledge:
- 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.
Schedule:
- Office-based role with potential for occasional travel.
- Extended hours may be required based on business needs.
Salary Range: $75,000 - $85,000
Steuben Foods is committed to equal employment opportunity. We recruit, employ, train, compensate, and promote without regard to race, religion, color, national origin, age, sex, disability, protected veteran status, or any other basis protected by applicable federal, state, or local law.
Benefits:
Health Insurance, 401K Plan, Vacation & Paid Time OffSalary : $75,000 - $85,000