Lead Customer Technologist
3 days ago
Wellingborough
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:, • Finished product specifications (Virani, Legumology),, • SAQs,, • Supply chain maps and risk assessments,, • General enquiries,, • 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