Customer Quality Manager

Position Summary:

The Manager of Customer Quality is responsible for focus on Customer Experience & "Moments that Matter" for Ventura Foods customers.  Responsible for proactive customer communications as it relates to quality & food safety, enhancing, training, and streamlining complaint (case) handling procedures, monitoring and providing proactive trend assessments from both internal and external sources of data, partnering with Customer Service within Service Cloud to drive resolution and satisfaction, engage in customer meetings to seek opportunities to improve customer experience, and provide proactive and periodic status updates to internal stakeholders.  

Major Duties and Responsibilities:

• Responsible for key customer account support from quality assurance perspective: Commercialization process, documentation fulfillment, expectations & policy review, plant audit preparation, coordination of internal resources, escalation of risks, and complaints management. 
• Monitor and evaluate appropriateness of responses by facilty QA teams, communicate and resolve urgent issues that arise in the system both internally and externally, and track and trend data from the system. Partner with Customer Service department on opportunities for improvement in both process and technology.  Become a subject matter resource of the Case Management (Service Cloud) system.
• Engage and represent the quality assurance department with the commercial team and customers' quality assurance counterparts on a regular basis to support Customer Experience initiatives. This includes customer meetings, customer scorecarding, sensory cuttings, plant visits & audits, business reviews, and other associated activities. 
• Partner with and at times lead & coordinate personnel from various internal departments to drive improvements, resolution, and provide key updates to leadership and key customers. 

Education and Experience:

• Minimum of a B.S. in a Technical science degree (i.e. Food Science, Food Technology, Biology, etc.) and/or equivalent experience
• Minimum of 5 years experience in Quality Management within the food industry
• 3-5 years of supervisory and management experience 

Knowledge and Skills:

• Complete understanding of FSMA, FDA 21 CFR,  and USDA FSIS Directive policies.  
• HACCP, HARPC, GMP, and Sanitation programs.
• Food microbiology knowledge and technical knowledge of thermal processing and acidified foods  a plus.
• Excellent communication and influencing skills.