Customer Solutions Manager – Quality

This is a fully remote position, open to applicants in California.

📋 Description

• Concentrate on Customer Experience and the "Moments that Matter" for Ventura Foods clients.

• Deliver proactive communication to customers concerning quality and food safety.

• Improve, train, and optimize complaint (case) handling processes.

• Monitor and provide proactive trend analysis from both internal and external data sources.

• Collaborate with Customer Service within Service Cloud to enhance resolution and satisfaction.

• Participate in customer meetings to uncover opportunities for enhancing the customer experience.

• Offer proactive and regular status updates to internal stakeholders.

• Support key customer accounts from a quality assurance viewpoint, which includes commercialization, documentation fulfillment, expectations and policy review, plant audit preparation, internal resource coordination, risk escalation, and complaints management.

• Oversee and assess facility QA team responses; communicate and address urgent issues both internally and externally; track and analyze system data trends.

• Collaborate with Customer Service on process and technology enhancements and serve as a subject matter expert for the Case Management (Service Cloud) system.

• Represent Quality Assurance alongside the commercial team and customers' Quality Assurance counterparts through customer meetings, customer scorecarding, sensory evaluations, plant visits and audits, business reviews, and related activities.

• Collaborate with and occasionally lead personnel from various internal departments to drive improvements, resolve issues, and provide updates to leadership and key customers.

⛳️ Requirements

• A minimum of a B.S. in a Technical science degree (such as Food Science, Food Technology, Biology, etc.) and/or equivalent experience.

• At least 5 years of experience in Quality Management within the food industry.

• 3-5 years of supervisory and management experience.

• Comprehensive understanding of FSMA, FDA 21 CFR, and USDA FSIS Directive policies.

• Familiarity with HACCP, HARPC, GMP, and Sanitation programs.

• Knowledge of food microbiology.

• Technical expertise in thermal processing and acidified foods is an advantage.

• Outstanding communication and influencing skills.

🏝️ Benefits

• Medical, Prescription, Dental, & Vision – coverage starting on your 1st day for eligible employees.

• Profit Sharing and 401(k) matching (once eligible criteria are met).

• Paid Vacation, Sick Time, and Holidays.

• Employee Appreciation Events.

• Employee Assistance Programs.

• Opportunities for career advancement.

• Training and professional development.

• Annual bonus (based on the terms and conditions of the incentive program).