Customer And Consumer Success Manager

Role Summary: The Customer and Consumer Success Manager is responsible for oversight of the complaint resolution process through all stages from the initial reporting to final closure in accordance with company policies with the goal of improving the customer experience. The position collaborates externally with customers and internally across the organization with Sales, Customer Service, and site level FSQ, and Operations staff to determine root cause analysis, identify and track complaint trends. Additionally, the position, plans, organizes, and coordinates the tasks and activities of the Complaint Management functions of the company. Works closely with FSQ department to validate and facilitate settlement of complaints tendered with customer insurance companies.

QUALIFICATIONS

Technical:

• BS/BA in Food Science, Food Technology, or other related degree.
• 7 years of leadership experience within Food Safety and Quality in food or beverage manufacturing, with at least 5 years in FSQ management roles and work experience with:
  • GFSI-based Food Safety Management System, either SQF, BRC or FSSC 22000.
  • Managing Supplier and Customer FSQ Compliance.
  • Developing, implementing, and improving Food Safety Plans in compliance with 21 CFR Parts 117 and 120.
  • Certifications in HACCP and PCQI.
  • Customer and Consumer Complaint management and communication.
  • Root Cause Investigation and Corrective and Preventive Action programs

Experience/Skills/Abilities:

• Excellent verbal and written communication skills, strong analytical and reasoning abilities.
• Ability to establish credibility and be decisive.
• Well-developed interpersonal skills. Ability to get along with diverse personalities.
• Process orientation, with keen focus on Customer goal achievement KPI's.
• Sound administrative skills and management capability.

Additional & Preferred:

• Knowledge of High and Low Acid product processing, including Better Process Control certification for Low Acid Canned Foods.
• Experience in conducting risk assessment of ingredients, packaging materials and their respective suppliers.
• Performing virtual and onsite Food Safety and Quality audits.
• Trace Gains Information Systems, its set-up, implementation, and administration.

KEY RESPONSIBILITIES:

• FSQ Complaint Management System

• Ensures company objectives and policies for complaint management and settlement are applied.
• Coordinates and collaborates with other departments in establishing and carrying out responsibilities related to complaint investigation, validation, resolution, and settlement activities.
• Ensures complaints are submitted to the proper Customer Service Representative and communicated to the Quality Complaint Team.
• Interacts with insurance and legal counsel as necessary for complaint tendering, management, and settlement.
• Mitigates risk to company by recommending actions that need to be taken prior to complaint investigation.
• Conducts root cause analysis with the help of FSQ and Operations on valid complaint issues to recommend new policies or procedures for complaint prevention.
• Facilitate prompt and timely investigation of Customer and Consumer feedback as necessary.
• Customer and Consumer interfacing for inquiries and feedback as requested by Customer/Consumer.

• 
  FSQ Customer Compliance Requirements

• Support customer relationships, coordinate, and maintain customers' FSQ compliance portals and/or websites.
• Coordinate and maintain customer complaint trends and analysis, breaking down complaint performance by customer, product type and complaint categories across CPF's network of plants.
• Review and report the principal cause(s) of quality loss and non-conformance (customer specific).
• Establish and maintain effective relationships with members of the customer organization and actively work towards becoming a trusted advisor.
• Execute monthly reviews. Proactively raise areas of opportunity, as well as solutions to challenges and issues. This will involve many different touchpoint, check-in calls and strategic partnership meetings, largely based on the phase within the stage of the Customer journey.
• Serve as an effective Customer advocate, bridging the gaps between our customers and the CPF Team, by understanding our customer needs and requirements.

• 
  FSQ Management Systems across CPF's facilities network.

• Stay abreast of emerging issues/news in the food industry and regulatory agencies on food safety and quality requirements that impact manufacturing facilities and provide potential solutions.
• Provide planned and ad hoc technical support to 3rd party audits across network of plants, including but not limited to SQF, Customers, FDA, and other regulatory audits.

• 
  Social Compliance Audit Program

Coordinate and maintain compliance associated to the SMETA program required by CPF customers, including Sedex and customer social compliance portals and/or websites.

Any other duties and responsibilities within FSQ Leadership team, as assigned.