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Manager Customer Requirements/Complaints
2 months ago
Mastronardi Produce pioneered the commercial greenhouse industry in North America, and we’re now the leading greenhouse vegetable company on the continent. Our award-winning, flavorful produce is packed under the SUNSET® brand and is available at leading grocery retailers across North America. Family owned for over 65 years, we pride ourselves on having the most flavorful products and the best people in the industry. We are constantly pushing boundaries to be a leader in fresh produce innovation. We seek individuals that demonstrate our PRIDE values (Passion, Respect, Innovation, Drive, Excellence) to help us fulfill our mission to inspire healthy living through WOW flavor experiences.
Our head office in Kingsville, ON is currently seeking a Manager Customer Requirements and Complaints to join our Food Safety team This position will be responsible for working with and providing Food Safety and Quality documentation and information to support various requests from Sales and customers. This position will also be responsible for the resolution of Food Safety and Quality complaints and working with our customers on FS and Quality related issues or concerns.
Values:
To perform the job successfully, the incumbent’s behavior must be consistent with the PRIDE values expected of all Mastronardi Produce employees: be Passionate; have Respect; be Innovative; be Driven and strive for Excellence.
Primary Responsibilities:
- Work with various departments to oversee the providing of requested documentation, forms, certificates, and other information requested from customers, growers, regulatory agencies, and others.
- Provide answers to customers on Food Safety and Quality related issue. Work with the team to gather the required information or answers and respond and address.
- Maintain compliance with customers’ websites ensuring the data is accurate and current.
- Oversee the completion and root cause analysis for food safety and quality complaints. This includes providing adequate detail and information for the issues to be resolved.
- Work with the customer complaint call center to ensure issues are being recorded and addressed properly.
- Coordination of customer specific audits and facility visits related to Food Safety (Wendy’s, A&W etc.)
- Support marketing and sales on customer related product samples.
- Support Sales, Executive Management and others as needed.
- Must maintain confidentiality of all proprietary information.
- As a leader in the food safety team, you will be required to be contacted and available after hours to address emergencies and technical issues for a 24/7 distribution operation.
Education/Background Requirements
- A bachelor’s degree in food science, or a science related discipline is preferred.
- A minimum of 5 -7 years’ experience in a lead/supervisory role in Food sector
- Experience working in the produce industry supporting retail and food service customers.
Specific Knowledge, Skills, and Abilities Requirements
- Training and understanding of food safety and organic requirements.
- Must have ability to effectively follow-up and manage multiple projects with strong personal time-management skills and effectively manage associated stress.
- Proficiency in use of English language with the ability to communicate effectively and professionally.
- Ability to work independently, with minimum supervision and take ownership of the job.
- Ability to work with a high degree of professionalism and personal integrity.
- Strong organizational, analytic, and critical thinking skills. Need to be creative, adaptable, and accurately manage out-of-the-ordinary issues with a sense of urgency.
- Highly proficient in computer-use skills, MS office and various software programs including web-based platforms.
- Ability to identify root causes to address customer complaint to fully resolve and address issues.
- Ability to collaborate with cross functional team and customers to address concerns and provide required resolution to issues.
Working Conditions:
- Normal office environment varied with exposure to a refrigerated warehouse, where the temperature averages 50 degrees Fahrenheit. The background noise approaches 70 dcbs.
- Must be capable of lifting 25 lbs.
- Limited overnight travel may be required.
Please note: Mastronardi Produce has accommodation processes and policies in place and provides accommodation for employees with disabilities. If you require a specific accommodation because of a disability or documented medical need, please contact the Human Resource office so that arrangements can be made for the appropriate accommodation to be put in place.
