Lead Customer Technologist

Overall purpose

Leading and supporting the customer technical function by dealing with customer technical information requests, compiling and updating specifications/technical documentation and ensuring accurate information across all platforms including customer portals

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• Prioritise, allocate and complete customer technical inbox requests, liaising with customers directly to clarify needs and agree completion dates
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• Operate a strong customer service ethos to endeavour to exceed internal and external customer expectations
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• Drive continuous improvement through direct areas of responsibility and influence positive business change, using KPIs as a measure of improvement
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• Utilise experience of different systems/working methods to achieve more efficient and effective ways of working
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• Lead a small team of technologists developing best working practice and more effective ways of working
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• Accurately complete/approve technical documentation, to include for example specifications, risk assessments, SAQs, supply chain maps and horizon scanning alerts
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Duties include:

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• Completion of technical requests, liaising with internal and external customers to clarify needs and agree completion dates
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• Compiling, updating and reviewing:
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1. Finished product specifications (Virani, Legumology),
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2. SAQs,
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3. Supply chain maps and risk assessments,
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4. General enquiries,
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5. Create, update and upload relevant specifications and other documents e.g. company position statements onto customer portals e.g. allergen position statement
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• Administration, reporting and co-ordination of horizon scanning alerts
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• Raising non-conformances/complaints with relevant parties and following through to effective resolution and response to customer as required
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Other general duties:

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• Assist in the development/maintenance of the company’s quality management system to ensure compliance with internal and external standards such as the BRC Global Standard for Food Safety and the M&S Dried Herb and Spice Code of Practice.
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• Assist with customer/external/internal audits and follow up of corrective actions
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• Support other Technical / Quality departmental functions as reasonably requested
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• Other tasks as reasonably requested by Management
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