|Benefits:||Medical, Dental, Vision, Life, 401K, Product Discounts|
|Employment Type:||Full Time|
|Description:||The Manager of Customer Service and QA handles inquiries and complaints from New York Metro area Regional Sales Managers (RSM), Distributors, and retailers on all product quality and food safety issues. The CS & QA Manager is responsible for researching the complaint, performing a root cause analysis, and formulating a response that is satisfactory to the customer.|
The Manager also oversees all food safety and regulatory issues in the New York and New Jersey facilities. The Manager participates in both the in house Boar’s Head Provisions co., Inc. audit program and the outside third party audit program involving suppliers (including Family Foods vendors) and potential new business partners (airlines, retailers, etc.) The Manager is responsible for monitoring quality trends of Family Foods products and resolving such issues or providing corporate notification of such issues if they cannot be resolved at the local level.
|Duties:||•Take all measures to ensure Distributor/Customer satisfaction with our products and answer all complaints in a professional manner and attempt to facilitate customer satisfaction.|
•Maintain a tracking database of complaints and inquiries for the New York metro area. Monitor product returns to identify and record quality issues.
•Communicate effectively with all metro area customers (internal and external). Respond to all product complaints/inquiries within 72 hours.
•Audit food safety and quality programs (Supplier/Vendor facilities, Distributors, and retail establishments) as necessary; or upon request from the NY Sales Department.
•Monitor incoming Family Food’s product quality as defined product specifications (AQL inspections, cheese melting tests, bacon yield tests, leaker checks, etc.); act as QA liaison resolving or reporting quality issues with Family Foods products.
•Conduct daily product evaluations (slicings/cuttings), record product scores, and follow up with the appropriate facilities on issues identified during evaluations.
•Schedule, review, and maintain the third party audit program for all vendors. Review audit reports, verify corrective actions have been taken, and schedule re-audits as necessary.
•Keep accurate records of all functions of the department.
|Qualifications:||•B.S. degree in food science, food chemistry, microbiology or other related field with 5-8 years of practical experience in a food manufacturing environment. An M.S. with 3-5 years of comparable experience may be substituted. The Manager must have experience working with minimal supervision to accomplish department goals.|
•Previous experience conducting food safety audits of processing facilities is highly desirable; training may be provided for an exceptional candidate. A thorough understanding of USDA-FSIS and HHS-FDA regulations regarding food manufacturing is required.
•Must be certified in USDA HACCP or able to become certified within 1 year after employment.
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