Global Product Stewardship Customer Care Manager

Vantage Specialty Chemicals; Warren Township (IA); On-site; USD 133,000 - 199,000; Full time

Benefits offered by this job

Medical benefits

401(k) with company match

Job summary

Vantage Specialty Chemicals, located in Warren Township, IA, is seeking a Manager of Product Stewardship Customer Assurance to lead the global customer response function for regulatory, quality, and product safety inquiries, coordinating experts across Regulatory, Quality, and R&D to provide complete, timely information.

You will oversee end-to-end CRM caseload management, mentor PSCA specialists, monitor KPIs, and drive process improvements to ensure a world-class customer experience across

Qualifications

• Bachelor’s degree in biology, Chemistry, Environmental Science, Pharmaceutical Science, or a related technical discipline.
• Eight (8) or more years of experience in product stewardship, regulatory affairs, quality, R&D, technical service, or related functions.
• Two (2) or more years of people leadership in a customer-facing technical or compliance environment.
• Experience in chemical, specialty ingredients, consumer products, life sciences, or related industries.
• Demonstrated experience managing customer inquiries through CRM systems and service management processes.

Responsibilities

• Lead the global PSCA function for customer inquiries related to regulatory, quality, technical, product safety, and compliance matters.
• Own the end-to-end customer response process, ensuring inquiries are efficiently routed, managed, and resolved from receipt through closure.
• Ensure customers receive accurate, complete, and timely responses that meet defined service levels, expectations, and follow-up needs.
• Serve as the escalation point for complex or urgent inquiries while driving a customer-centric operating model focused on responsiveness, accountability, and service excellence.
• Own the global CRM caseload for PSCA inquiries, ensuring cases are prioritized, assigned, tracked, and closed effectively.
• Balance team workload to ensure efficient case progression, coverage, and achievement of response targets.
• Monitor volumes, aging, response times, backlog, and service levels to ensure performance objectives are met.
• Maintain CRM discipline, controls, and visibility into case status, priorities, workload distribution, timelines, documentation, and closure.
• Coordinate integrated customer responses by engaging subject matter experts across Regulatory, Product Stewardship, Technical Service, Quality, R&D, Commercial, Supply Chain, and other functions.
• Drive timely information gathering, stakeholder alignment, and consistent responses that meet customer commitments.
• Serve as the central coordination point between internal experts and customer-facing teams, removing barriers and ensuring follow-up through completion.
• Lead, coach, and develop PSCA specialists responsible for customer inquiry management and documentation support.
• Set team priorities, performance expectations, service standards, and capability-building plans.
• Build a culture of ownership, responsiveness, collaboration, customer focus, and effective cross-functional coordination.
• Establish and monitor KPIs for response and resolution times, SLA attainment, backlog, customer satisfaction, and case quality.
• Analyze trends to improve responsiveness, workflow efficiency, resource utilization, and customer experience.
• Lead initiatives to streamline processes, standardize responses, and scale service delivery.
• Maintain dashboards and reporting that provide visibility into operational effectiveness and customer service outcomes.
• Partner with Commercial, Regulatory, Quality, Product Stewardship, R&D, and other functions to align priorities and improve customer support processes.
• Represent the voice of the customer by identifying recurring inquiry trends and opportunities to improve processes, documentation, and service delivery.
• Support strategic initiatives that enhance customer experience, operational scalability, and performance.

Skills

CRM leadership

Regulatory compliance

Power BI

MS Dynamics 365

Stakeholder management

Team leadership

Education

Bachelor’s degree in biology / related technical discipline

Tools

MS Dynamics 365

Power BI

Job description

Vantage Specialty Chemicals, located in Warren Township, IA, is seeking a Manager of Product Stewardship Customer Assurance to lead the global customer response function for regulatory, quality, and product safety inquiries, coordinating experts across Regulatory, Quality, and R&D to provide complete, timely information.

You will oversee end-to-end CRM caseload management, mentor PSCA specialists, monitor KPIs, and drive process improvements to ensure a world-class customer experience across