Quality Customer Relations Manager

Description

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At Lactalis in the USA, we believe in promoting from within and giving our employees meaningful opportunities to learn, grow, and thrive. Whether you're just starting out or bringing years of experience, we'll provide the tools and support you need to succeed.

As the world leader in dairy, Lactalis is a family-owned company with over 85,000 pragmatic and ambitious professionals across the globe. Each day, we're proud to produce award-winning dairy products that bring people together.

In the US, we proudly offer an unrivaled house of beloved brands, including Galbani Italian cheeses and ricotta, President specialty cheeses and butters, Kraft natural and grated cheeses, Breakstone's cottage cheese, Cracker Barrel, Black Diamond cheddar, and Parmalat milk. Our yogurt portfolio includes siggi's, Stonyfield Organic, Brown Cow, Oui, Yoplait, Go-Gurt, :ratio, Green Mountain Creamery, and Mountain High, along with a growing family of ethnic favorites like Karoun, Gopi, and Arz.

At Lactalis, we live by our core values-Ambition, Engagement, and Simplicity. We foster a workplace where innovation thrives, diverse perspectives are celebrated, and everyone's unique background and ideas are valued.

Even if you don't meet every qualification, we encourage you to apply. We want to hear about your PASSION, your STORY, and how your EXPERTISE can help us shape the future of dairy.

From your PASSION to ours

Lactalis American Group, part of the Lactalis family of companies, is currently hiring a Quality Customer Relations Manager based in Buffalo, NY.

The Quality Customer Relations Manager serves as the critical link between customers and the central quality function of LAG business. This role is responsible for managing product quality-related customer communications, resolving quality complaints efficiently, analyzing customer feedback, and ensuring that all quality standards meet both regulatory and customer expectations.

This position will work cross-functionally with Regulatory, Legal, Production, Logistics, and Customer Service teams to ensure that product excellence is consistently delivered and customer trust is upheld.

Additionally, the position will be responsible for overseeing the quality assurance process for both import and export operations, ensuring that products meet regulatory standards and customer specifications. This role includes managing the FSVP program, ensuring compliance with FDA regulations and import/export guidelines, as well as managing the Service Level Agreements (SLA) for export customers to guarantee timely and consistent delivery of high-quality goods.

From your EXPERTISE to ours

Key responsibilities for this position include:

1.Customer Quality Issue Management

* Receive, log, and investigate product quality complaints from customers, distributors, and retail partners.

* Coordinate internal investigations with Central QA, production, and supply chain teams to determine root cause.

* Communicate findings and corrective actions clearly and promptly to customers.

* Ensure closure of customer complaints within defined turnaround time (TAT) and maintain a high resolution rate.

2. Centralized Complaint Handling System

* Maintain a centralized system for tracking, analyzing, and reporting all customer quality-related complaints.

* Contribute to the monthly and quarterly reports on complaint trends, root causes, and recurring issues.

* Monitor complaint metrics for the key customers, detect trends and drive improvement.

* Manage the OSD&R flux with Logistics, Sales and Management Control

3. Quality Communication & Customer Assurance

* Act as the main contact point for all product quality concerns raised by key customers or accounts.

* Provide assurance to customers by explaining the company's quality policies, food safety standards, and certifications (FSSAI, ISO, HACCP, etc.).

* Maintain Clients Portals up-to-date information about their products and quality position statements in their online portals to ensure transparency, compliance, and supply chain reliability.

4. Continuous Improvement & Preventive Action

* Work with cross-functional teams to identify and implement preventive measures to reduce quality complaints.

* Track performance of CAPAs and ensure learnings are integrated across production sites and customer-facing teams

5. FSVP (Foreign Supplier Verification Program) Management

* Oversee the implementation and maintenance of the FSVP program in compliance with FDA regulations and the FSMA (Food Safety Modernization Act) for imported products.

* Verify the safety and quality standards of foreign suppliers, including reviewing supplier certifications, and verifying that all imported goods meet the required food safety standards.

* Maintain records of supplier evaluations, certifications, and audit findings in centralized databases.

* Collaborate with the Import/Export teams and Regulatory teams to ensure that all imported products are properly labeled, documented, and comply with U.S. import regulations.

* Stay updated on dairy industry standards, emerging regulatory changes, and best practices in quality management

6. Service Level Agreement (SLA) Management for Export Customers

* Develop, monitor, and manage SLAs for export customers, ensuring timely delivery and product quality meets or exceeds customer expectations.

* Coordinate with logistics, production, and customer service teams to ensure that SLAs for export shipments are consistently met, including order accuracy, delivery timelines, and quality control checks.

* Manage any quality-related issues raised by export customers, working cross-functionally to resolve them efficiently and maintaining customer satisfaction.

* Regularly review and report on SLA performance metrics (e.g., on-time delivery, defect rates, customer complaints) and recommend improvements to meet customer requirements and business objectives.

Work Conditions

* Extended hours may be necessary depending on the project needs.

* Travel may be required infrequently

* To fulfill these responsibilities, tools such as a computer, phone or, and / or allowance(s) may be provided.

* To fulfill these responsibilities, a cell phone is required.

* Reasonable accommodations may be made to enable individuals with disabilities to perform these essential duties and responsibilities.

* This position requires physical presence in the office, in accordance with the guidelines of the Hybrid Work Policy.

* Demonstrate commitment to a safe working environment that promotes the health and well-being of all employees and that will further contribute to the Company's overall performance and success.

Requirements

Qualifications:

Education & Experience

* Bachelors degree or equivalent experience required; Masters degree is preferred; or equivalent experience to include a minimum of eight (8) years job related experience in the Food industry

* 5+ years Management experience required

* 5+ years related experience required

* Experience in Dairy Industry required

Skills/Abilities/Specialized Knowledge

* Microsoft Office

* Data warehouse Professional Certifications

At Lactalis, we offer a comprehensive Total Rewards Program with a variety of affordable benefits and coverage options. We support insurance costs significantly, contribute generously to retirement plans, and offer Paid Time Off from day one. We are committed to your professional growth, providing training and development opportunities, including Education Reimbursement. Join us and grow your career.

Lactalis is an equal employment opportunity employer. We will not discriminate against applicants with regard to any legally-recognized basis including, but not limited to: veteran status, race, color, religion, sex, national origin, age, marital status, sexual orientation, and physical or mental disabilities. Further, any division of the Company that is an Affirmative Action Employer will comply with all related legal obligations