Job Description
Customer Support Manager - County Cavan
In this role, you will be responsible for ensuring a consistent and high-quality customer experience across all interactions. This role is the main point of contact for liaising with customers, handling complaints and queries, completing customer questionnaires, and supporting internal quality initiatives.
You will be commercially focused, ensuring processes and standards are developed, implemented, and improved to position the company as a market leader in delivering high-quality, safe products to customers.
Key Responsibilities:
* Lead the complaint handling process – receiving, registration, answering, and facilitating investigations, ensuring all necessary information is gathered and documented.
* Advise on CAPA through coordinating with QMS, Product and Process teams and Production departments to address and resolve complaints effectively.
* Update and prepare Quality Performance reports, including KPI trending on customer complaints.
* Be the main customer contact person for strategic partners and key customers, including responding to requests from customers such as customer questionnaires in a professional and commercially focused manner.
* Delivering proactive support to NPD and Sales on quality and food safety matters.
* Approval of product specifications ensuring alignment with customer specifications, raw material specifications, and production capabilities.
* Approval of suppliers and participating in the supplier evaluation process.
* Ensuring alignment between customer specifications and product test programs on a micro level to ensure precise adherence to customer requirements in the product testing phase.
Quality:
* Create and implement best practice policies, processes, and procedures to aid and improve business performance.
* Ensure that quality strategies and processes are in place to meet business objectives and operational needs in terms of customer complaints and targets.
* Evaluate the challenges faced by the department and take action to mitigate risks and develop opportunities.
* Contributing to the HACCP & Food Safety Management System by being an active member of the Food Safety HACCP team and attending review meetings of the Food Defence Team (TACCP & VACCP).
* Active and participating member of the product recall/withdrawal team.
Requirements for this Role:
* At least 2-3 years' experience in a quality role in the food industry.
* Experience of working in a fast-paced factory environment.
* Experience in a customer role would be beneficial.
* Experience in the meat industry is an advantage.
* Experience in understanding microbiology is an advantage.
* Auditing experience is an advantage.
Educational Qualifications:
Formal 3rd-level qualification in food science/technology, food engineering, or related discipline would be beneficial.