Customer Quality Manager

The Customer Quality Manager will lead customer-facing quality initiatives, ensuring that product standards, specifications, and service expectations are clearly understood and consistently met across internal teams. This role serves as a key point of contact for customer quality inquiries, complaints, reviews, and follow-up actions within a food manufacturing environment. Working closely with Quality, Food Safety, Procurement, Technical Services, and site leadership, the manager will strengthen customer relationships through transparent communication and evidence-based problem-solving.

Translate customer quality expectations, specifications, quality limits, and service commitments into clear guidance for customer quality teams, Quality and Food Safety Program Managers, and site leadership. Act as a primary quality contact for customers, coordinating timely and accurate responses to inquiries, complaints, quality reviews, and follow-up requests. Initiate and maintain customer quality reviews supported by documented evidence, trend analysis, clear action ownership, and consistent follow-through.

Collaborate with the Customer Quality Analyst and site Food Safety and Quality (FSQ) teams to assess complaints, quality KPIs, customer feedback, controllable incidents, and emerging trends. Coordinate customer supplier-assurance inquiries with Quality, Procurement, and Technical Services, ensuring alignment between customer expectations and documented supplier controls. Escalate significant quality risks promptly and ensure customer communications are factual, appropriately reviewed, and supported by verified information.

Monitor customer quality response times, specification accuracy, complaint trends, and customer sentiment, translating findings into appropriate corrective and improvement actions. Promote a culture of accountability, quality assurance, food safety, and continuous improvement while supporting team development and professional growth. Plan and prioritize work, monitor performance, resolve issues, and provide after-hours support for critical matters when required.

Bachelor's degree in Food Science, Quality, Business, or a related field; equivalent professional experience may be considered. At least five years of experience in food manufacturing quality, customer quality, complaint management, or a related customer-facing technical role.

Demonstrated ability to communicate with customers professionally, coordinate investigations, interpret product specifications, analyze trends, and ensure cross-functional follow-through.

Strong analytical, problem-solving, organizational, and communication skills, with the ability to manage competing priorities and metrics in a fast-paced environment.

Ability to communicate technical findings clearly, maintain confidentiality, and exercise sound judgment when handling sensitive quality matters.

Self-directed and dependable, with high integrity and a collaborative approach to building relationships with internal and external stakeholders.

Comfortable addressing challenging situations with patience, professionalism, and respect.

Commitment to food safety, product quality, continuous improvement, and a strong customer-service mindset.

Ability to support critical quality issues outside regular working hours when necessary.

Preferred:
Experience with customer audits, quality reviews, or supplier-assurance coordination is preferred.