Job Description
Customer Support Manager - County Cavan
Ref No: AM18324
County Cavan, Republic of Ireland
Competitive salary
Candidate Profile
We are seeking an experienced Customer Support Manager to join our team in County Cavan. The ideal candidate will have a strong background in quality management and customer service.
Key Responsibilities:
Performance
* 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.
* BUILD up relationship and work close together with key internal stakeholders (Procurement, Production, Engineering, NPD, Sales and Quality, Live Operations) delivering quality improvements across the value chain.
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.
Education Qualifications