Lead Customer Technologist

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:

1. Finished product specifications (Virani, Legumology),
2. SAQs,
3. Supply chain maps and risk assessments,
4. General enquiries,
5. 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

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