The Customer Quality Manager is responsible for ensuring a consistent and high quality customer experience across all interactions. This role is the main point of contact for liaising with customers (both consumers and retailers), handling complaints and queries, completing customer questionnaires, and supporting internal quality initiatives. You will be commercially focused, ensure processes, and standards are developed, implemented and improved to position the business as market leader in delivering high quality, safe products to our customers. KEY RESPONSIBILITIES Lead the complaint handling process. Advise on CAPA through coordinating with QMS, Product and Process teams and Production departments to address and resolve complaints effectively. Update and prepare Quality Performance reports, incl. KPI trending on customer complaints. Be the main customer contact person for strategic partners and key customers, incl. responding to requests from customers such as customer questionnaires in a professional and commercially focused manner. Approval of product specifications ensuring alignment with customer specifications, raw material specifications and production capabilities. Build up relationship and work close together with key internal stakeholders (Procurement, Production, Engineering, NPD, Sales and Quality, Live Operations) delivering quality improvements across the value chain. Contributing to the HACCP & Food Safety Management System by being an active member of the Food Safety HACCP team and attending review meetings Food Defence Team (TACCP & VACCP) Active and participating member of the product recall/withdrawal team. Leading or participating in investigations across the value chain as decided or needed, including. identifying root causes, reporting and follow up on decided corrective and preventive actions. Conduct training and instructions of relevant policies and SOP's with the site team as required. Work to prevent non-conformances, customer complaints, and rework alongside Operations. Develop and maintain procedures and processes to required standards, ensuring companywide compliance to standards. Ensure effective internal and external audits happen to schedule. Proactively identify and correct risks and participate in improvement projects. Other duties as required KEY REQUIREMENTS: Formal 3rd level qualification in food science/technology, food engineering or related discipline would be beneficial. 4-5 years' experience in a Quality role in the food industry. Experience of working in a fast-paced factory environment. Experience in customer role would be beneficial. Strong knowledge of quality standards and regulations (e.g. ISO9001, GMP, BRC, HACCP) Experience in understanding microbiology is an advantage Auditing experience (internal & customer) is highly desirable. Please note that this is an onsite role and full working rights for Ireland is required. Also please note, as this site is not serviced by public transport, your own transportation will be necessary. If you would like to find out more about this role please click the 'Apply Now' button below or reach out to Kellie on . Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative. BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES. Skills: Quality Management QMS Customer focus Compliance Metrics Complaints management
