Customer Quality Manager National Accounts(Americas)- Tech Center, Caldwell ID

Summary

The Customer Quality Manager National Accounts- Americas is responsible for the creation, review, and updates to Quality Assurance Policies, Procedures, and other activities related national accounts customers in the Americas.

Manage customer relationships, through compliance with contractual obligations and specifications, and effective communications with internal and external parties. The role will support the implementation of food safety and quality policies and procedures within the Global Potato factories. The role will also support customer audits and new facility/production line approval.

Works together with Operations to ensure products distributed to customers are safe, meet the regulatory requirements of the countries where they are consumed, and are manufactured in accordance with both our customer's requirements and Simplot’s high-quality standards. Coordinate with the Senior Manager Customer Quality, Senior Manager Food Safety, Senior Director Food Safety & Quality, and the factory for product recalls or market withdrawals.

Provides support for all quality and food safety responsibilities related to national accounts. This role will communicate updates from customers to the Operations/Factories, Food Safety & Quality Team, and all other impacted stakeholders.

The Customer Quality Manager collaborates with the internal Sales Team to:

• Provide training on quality and specification expectations.
• Mitigate issues arising in the market
• Facilitate and resolve customer complaints in partnership with sales and factory teams.

Provides direction and insight for the development, implementation and ongoing review of operating and quality policies and procedures, as well as training curriculum and activities that assure compliance with customer expectations.

Develop and maintain effective relationships with our customer's quality, R&D and purchasing groups to facilitate open and direct communication. Lead by example in being ‘customer-obsessed’, helping to educate internal Simplot customers on our customer’s expectations as well as representing the Simplot company externally with our customer’s and other partner suppliers. Serve as the quality and technical expert for customers and the industry.

Provides support to regional Food Safey & Quality teams (i.e. ANZ and EMEA) as needed.

The Customer Quality Manager National Accounts-Americas reports to the Senior Manager Customer Quality. This role is based out of the Caldwell Technical Center. The position will require travel to participate in meetings, conferences, and training events.

Key Responsibilities

• Ensure customer confidence by attending virtual and in-person meetings or product cuttings with national account customers.
• Assure that customer standards, specifications, policies and procedures are appropriately communicated, interpreted, standardized, and integrated into Simplot Global Potato Quality Systems where necessary and appropriate. Work directly with the factories, Customer Quality Team, and other stakeholders.
• Ensure customer confidence by monitoring and responding to complaints and inquiries in a timely manner. Support factory investigations and complaint resolution. Lead communication with the customer, as appropriate and in coordination with the Senior Manager Customer Quality.
• Support the Operations Team and factories to help ensure compliance with customer expectations, this includes notifying the factories of updates, trends, and lessons learned. Coordinating training as necessary. Provide leadership on all applicable quality and food safety initiatives.
• Collaborate with the internal Sales Team to:

• Provide training on quality and specification expectations.
• Mitigate issues arising in the market
• Facilitate and resolve customer complaints in partnership with sales and factory teams

• Support quality improvement or new product development projects to help ensure compliance with regulatory requirements, operational capabilities, and customer expectations.

Typical Education

• Bachelor’s Degree (B.A. or B.S.) from 4-year college or university or equivalent experience.

Relevant Experience

• 5+ years related experience and/or training.

Other Information

Good written and verbal communication skills are necessary. A good understanding of SharePoint, Oracle, SAP and proficient use of MS Word and MS Excel are desired.

This is position interacts regularly with international teams and some meetings will be held outside of typical business hours.

Travel is expected to be about 40% annual.