Overall purpose
Leading and supporting the customer technical function by dealing with customer technical information requests, compiling and updating specifications/technical documentation and ensuring accurate information across all platforms including customer portals
- Prioritise, allocate and complete customer technical inbox requests, liaising with customers directly to clarify needs and agree completion dates
- Operate a strong customer service ethos to endeavour to exceed internal and external customer expectations
- Drive continuous improvement through direct areas of responsibility and influence positive business change, using KPIs as a measure of improvement
- Utilise experience of different systems/working methods to achieve more efficient and effective ways of working
- Lead a small team of technologists developing best working practice and more effective ways of working
- Accurately complete/approve technical documentation, to include for example specifications, risk assessments, SAQs, supply chain maps and horizon scanning alerts
Duties include:
- Completion of technical requests, liaising with internal and external customers to clarify needs and agree completion dates
- Compiling, updating and reviewing:
- Finished product specifications (Virani, Legumology),
- SAQs,
- Supply chain maps and risk assessments,
- General enquiries,
- Create, update and upload relevant specifications and other documents e.g. Company position statements onto customer portals e.g. Allergen position statement
- Administration, reporting and co-ordination of horizon scanning alerts
- Raising non-conformances/complaints with relevant parties and following through to effective resolution and response to customer as required
Other general duties:
- Assist in the development/maintenance of the company’s quality management system to ensure compliance with internal and external standards such as the BRC Global Standard for Food Safety and the M&S Dried Herb and Spice Code of Practice.
- Assist with customer/external/internal audits and follow up of corrective actions
- Support other Technical / Quality departmental functions as reasonably requested
- Other tasks as reasonably requested by Management