The Customer Quality Manager within the Quality Center of Excellence platform is an experienced role that will lead the Health and Wellness Customer Quality team of Representatives. This role will have exposure to all aspects of quality related matters for the ADM commercial, sales, customer service, and production teams as well as interact with existing and potential ADM customers. Participation and leadership are required to define, develop, and implement improvements and meet best in class production and food safety expectations globally. A commitment to collaborate closely with the Technical Quality Manager is critical. Mentoring the Customer Quality Specialists and Representatives to promote knowledge of quality and food safety topics, products, cross-functional collaboration, and customer interaction is necessary to ensure career growth. This position reports to the H&W Global Quality and Food Safety Director.
Essential Job Functions:
Lead Customer Quality direct reports in providing quality support for ADM CoE BU associated products
Accountable for setting team expectations of enhancing brand equity through excellence in all customer quality activities including, but not limited to, complaint handling, documentation requests, quality and supplier agreements, customer questionnaires/portals
Support documenting, management, and monitoring of customer complaints, assuring consistency in proper categorization and process
Assist direct reports in partnering with commercial and sales in communicating technical details, product details, other information requested to customers
Monitor direct reports to ensure the handling of customer, commercial and sales requests meets defined expectations, aiming for a high level of customer satisfaction
Demonstrate and support the interaction between the Customer Quality team and customers, manufacturing sites, warehouse, and other internal departments
Provide training/guidance to handle customer expectations with a customer-centric mindset
Support sales with review of customer product and quality requirements, communication to production and commercial teams – NDA's, supply agreements, quality expectations, etc.
Participate in and lead customer facing meetings and events
Participate/lead cross functional teams to resolve customer issues
Ensure timely communication and follow through, both internal and external, for key account concerns
Make effective decisions in a fast-paced business environment while accepting the responsibility to explain the business logic
Assist with determining and documenting cost of issues for metric reporting
Understand strategic goals of the business unit and align personal goals accordingly
Excellent understanding of internal business processes
Perform other duties as required
Job Qualifications: Bachelor's degree required, preferably in a science discipline
Minimum of 5 years' experience in quality or technical related field
Prefer formally trained Preventative Control Qualified Individual with production, R&D or commercial experience
Ability to problem solve and negotiate within high risk, fast-paced environment
Strong organizational skills, including excellent written and communication skills
Proven ability to assess business and financial risk and exercise sound judgment in making decisions
Developed interpersonal techniques for handling internal and external communication with a customer focused approach
Ability to work independently and without supervision; effectively plan, organize, and execute own activities
ADM requires the successful completion of a background check.
