Customer experience manager serp_jobs.h1.location_city

Employee Type : Full time

Location : IL Oak Brook

Job Type : Quality

Job Posting Title :

Customer Food Safety and Quality Manager

About Us :

TreeHouse Foods (NYSE : THS) is a leading manufacturer of private label packaged foods and beverages, operating a network of over 20 production facilities and several corporate offices across the United States and Canada. At TreeHouse Foods, our commitment to excellence extends beyond our products and revolves around our people. We are investing in talent and creating a performance-based culture where employees can do their best work and develop their careers, directly impacting our mission to make high quality, affordable food for our customers, communities, and families. We hope you will consider joining the team and being part of our future.

Named one of America’s Best Large Employers by Forbes Magazine, we are proud to live by a strong set of values and strive to "Engage and Delight – One Customer at a Time." Guided by our values— Own It, Commit to Excellence, Be Agile, Speak Up, and Better Together. We are a diverse team driven by integrity, accountability, and a commitment to exceptional results. We embrace change, prioritize continuous learning, and foster collaboration, transparency, and healthy debate. Together, we set each other up for success to achieve enterprise-wide goals.

What You G ain :

Competitive compensation and benefits program with no waiting period – you’re eligible from your first day!

401(k) program with 5% employer match and 100% vesting as soon as you enroll.

Comprehensive paid time off opportunities, including immediate access to four weeks of vacation, five sick days, parental leave and 11 company holidays (including two floating holidays).

Leaders who are invested in supporting your accelerated career growth, plus paid training, tuition reimbursement and a robust educational platform – DevelopU – with more than 10,000 free courses to support you along the way.

An inclusive working environment where you can build meaningful work relationships with a diverse group of professionals. Take advantage of opportunities to build on our team-oriented culture, such as joining one of our Employee Resource Groups.

Access to our wellness and employee assistance programs.

Job Description : About the Role :

The primary role of the Customer Food Safety & Quality Manager is to work closely with key strategic customer technical and sales teams and the TreeHouse Foods internal teams to ensure customer needs for quality and food safety are met. This position will include developing and presenting reports that track and trend quality measures and working with plant teams to provide corrective and preventative actions for consumer and customer complaints in a timely manner.

You’ll add value to this role by performing various functions including, but not limited to :

• Provide “Platinum” service to Treehouse highest strategic customers which includes timely responses and resolutions to quality and food safety issues and inquiries while also maintaining the “Voice of the Customer”.
• Manage multiple strategic customers, acting quickly to resolve issues and pivot from one customer / issue to the next.
• Provide efficient and consistent communication to our customers on scientific and quality issues whether product-specific or industry-wide (e.g. regulatory or food-safety related). Including being point of contact for assigned customers during special situations i.e. product recall.
• Serves as a technical resource to support sales team and / or connect them to appropriate quality and other subject matter experts.
• Work with appropriate plant personnel on thorough investigations and corrective and preventative actions and work cross-functionally to drive alignment to customer expectations and resolutions.
• Lead and assist in customer reviews related to food safety and quality incidents, issues or held product; facilitate discussions and capture information for customer meetings and historical reference.
• Communicate and assure teams are meeting customer needs on third party review which may include analytical, sensory, and label claim substantiation testing.
• Identify and drive continuous improvement projects against customer expectations and audits, support manufacturing facilities during on-site or virtual customer visits and audits.
• Develop and deliver routine (i.e. monthly, quarterly, yearly) business / trend reports to critical and strategic customers for food safety and quality data.
• Assist with setting strategic food safety and quality goals and KPIs for key customer metrics, serving as liaison between customers and business.
• Develop and execute customer satisfaction surveys with critical and strategic customers, presenting data to relevant business teams to drive improvement initiatives against survey results.
• Build confidence and trust from our customers enabling our teams to conduct ongoing business as collaborative partners.
• Develop effective relationships with Operations Quality Directors, Plant Leadership Teams, Sales, Customer Data Management Team, Consumer Affairs, and other cross-function teams as needed.
• All other duties as assigned.

Important Details :

You’ll fit right in if you have :