Quality Customer Support Manager at Steuben Foods

Elma, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

28 Aug, 26

Salary

85000.0

Posted On

30 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Communication, Customer Assistance, Complaint Management, Root Cause Analysis, CAPA, Food Safety Regulations, Cross-functional Collaboration, Problem Solving, Data Analysis, Project Management, Aseptic Processing, Audit Support

Industry

Food and Beverage Manufacturing

Description

Quality Customer Support Manager Key responsibilities include: * Quality Communication & Customer Assistance 1. Serve as the primary point of contact for product quality inquiries from key accounts. 2. Provide customers with information on our quality policies, food safety standards, certifications (e.g., Organic, Non-GMO, Kosher, SQF, HACCP), and aseptic processes. 3. Assist in customer audit and documentation request processes * Customer Quality Issue Management 1. Receive, log, and investigate quality complaints from customers, co-manufacturing partners, distributors, and retailers. 2. Coordinate internal investigations with QA, production, and supply chain teams to identify root causes. 3. Communicate findings, corrective actions, and resolutions promptly and professionally to customers. 4. Ensure complaint closure within established timelines and achieve high resolution rates. * Continuous Improvement & Preventive Action 1. Partner with teams to develop and implement preventive measures to minimize quality issues. 2. Track corrective and preventive actions (CAPAs) and integrate learnings into operations and customer interactions. * Centralized Complaint Handling System 1. Maintain a centralized tracking system for all customer quality complaints. 2. Contribute to regular reports on trends, root causes, and recurring issues. 3. Monitor key customer metrics, identify improvement opportunities, and support cross-functional initiatives. * Regulatory and Business Support 1. Support verification processes and maintain documentation for quality and safety standards. 2. Collaborate on Service Level Agreements (SLAs) for partners, monitoring performance in quality, delivery, and customer satisfaction. 3. Support business development in meetings and calls with customers related to quality requests and investigations. 4. 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: 1. Excellent communication, problem-solving, and cross-functional collaboration skills. 2. Ability to manage multiple priorities in a fast-paced environment. 3. Strong knowledge of food safety regulations (FDA, FSMA, HACCP, SQF). 4. 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.

How To Apply:

Incase you would like to apply to this job directly from the source, please click here

Responsibilities

The role serves as the primary contact for product quality inquiries and manages the end-to-end customer complaint process. It involves coordinating internal investigations to identify root causes and implementing preventive measures to improve quality standards.