Quality & Customer Experience Manager

ZipRecruiter; Lancaster; On-site; GBP 45,000 - 60,000; Full time

Job summary

A growing company in the agriculture sector is seeking a Quality & Customer Experience Manager to lead quality processes and enhance customer satisfaction. The role involves managing quality controls, advocating for customers, and ensuring compliance with regulatory standards. Ideal candidates will have extensive experience in quality management and strong leadership skills. Benefits include comprehensive health coverage, 401(k), and tuition reimbursement.

Benefits

Medical

Dental

Vision

401(k)

Employee Assistance

Life/AD&D

HSA

PTO

Tuition reimbursement

Annual bonus

Qualifications

• Minimum of ten years’ experience in quality, feed/food, nutrition, or manufacturing.
• Knowledge of grinding, mixing, pellet operations, sampling techniques.

Responsibilities

• Ensure quality at every stage of feed production and delivery.
• Serve as the first responder to customer complaints and feedback.
• Provide leadership, development, and coaching to team members.

Skills

Leadership

Communication

Problem Solving

Education

High School diploma or GED

Bachelor’s in agricultural-related field

Job description

Job Description

Who are we:

• We're a growing company in an essential sector – agriculture!
• We provide our customers with poultry, swine, and dairy feeds, performance ingredient solutions, conventional and specialty eggs, grain, fertilizer, and allied services in the Mid-Atlantic Region.
• We've grown steadily since 1944 from a single location to ten feed milling locations in two states.
• 1000 team members now call The Wenger Group home.
• We provide ample room for career growth and advancement.
• Additional information can be found at our website: https://www.thewengergroup.com

What will you do:

Quality & Customer Experience (QCE) is a strategic function led by the Quality & Customer Experience Manager and a team of Regional Quality & Customer Experience Leaders. They drive customer experience by establishing a culture of ‘quality’ in every activity across the Wenger WFAN network. The Quality & Customer Experience Manager plays a key role by ensuring quality at every stage of feed production and delivery, meeting customer expectations. This team partners with stakeholders to ensure conformance to quality standards through process controls, monitoring, testing, analysis, training, and corrective actions. The role also involves managing external quality processes, regulatory and certified process compliance, education, support activities, and self-development.

Essential Duties & Responsibilities:

1. Internal Quality Process Controls Leadership 30%
   • Create and maintain quality procedures for animal feed and nutrient channels, including implementation and support of SOPs and work instructions.
   • Survey quality and safety processes at various stages, establish critical quality process controls, develop metrics, monitor compliance, analyze trends, and develop corrective actions.
   • Promote reporting of Non-Conformance, perform Root Cause Analysis, develop Corrective and Preventive Actions, and ensure timely closure.
   • Conduct independent quality tests, internal audits, and supplier audits to verify process compliance.
   • Review semi-annual quality process measures for effectiveness and alignment with goals.
   • Collaborate actively to troubleshoot issues and improve processes.
2. Customer Quality Advocacy 30%
   • Serve as the first responder to customer complaints and feedback, acting as the customer advocate.
   • Evaluate finished feed testing programs for adequacy, ensure compliance with customer-specific requirements.
   • Implement and monitor Wenger System processes to enhance customer experience.
   • Engage with mill team members on quality issues and escalate as needed.
3. Team Development & Management Support 20%
   • Provide leadership, development, and coaching to team members, focusing on quality and customer experience.
   • Build an engaged, competent team, develop policies, SOPs, and work instructions.
   • Report on compliance and customer experience concerns, participate in management meetings.
   • Support training activities, conduct QC reviews, establish team metrics, and pursue ongoing professional development.
4. Regulatory & Certified Process Compliance Support 20%
   • Assist in compliance with local, state, federal, and certified processes, develop a compliance calendar, and follow deadlines.
   • Coordinate documentation and verification of equipment specifications and performance.
   • Support regulatory compliance activities, including FDA and other agencies.

Physical Requirements

• Ability to lift up to 50 lbs., climb ladders, work in confined spaces and dusty conditions.

Customers

External: Protein producers, livestock integrators, regulatory authorities, auditors.

Internal: Mill management, engineering, logistics, safety, nutrition, labs, relationship management.

Who are you:

• High School diploma or GED required; Bachelor’s in agricultural-related field preferred.
• Minimum of ten years’ experience in quality, feed/food, nutrition, or manufacturing.
• Knowledge of grinding, mixing, pellet operations, sampling techniques.
• PCQI and SQF certification or commitment to obtain.
• Knowledge of regulatory and certified processes, including FDA, CDFA, AAFCO, Organic regulations, FSMA, GMPs, SPC.
• Strong leadership, communication, problem-solving skills, and alignment with Wenger’s core values.
• Willing to travel less than 70% to assigned locations.

Benefits you will have:

• Medical, Dental, Vision, 401(k), insurance, Employee Assistance, Life/AD&D, HSA, PTO, holidays, tuition reimbursement, scholarships, uniforms, tool allowances, recognition awards, employee perks, training, giveaways, referral bonuses, annual bonus.