Virani Food Products Limited
Lead Customer Technologist
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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.
Responsibilities
- Prioritise, allocate, and complete customer technical inbox requests, liaising with customers directly to clarify needs and agree on completion dates.
- Operate a strong customer service ethos to endeavour to exceed internal and external customer expectations.
- Drive continuous improvement through direct areas of responsibility and influence positive business change, using KPIs as a measure of improvement.
- Utilise experience of different systems/working methods to achieve more efficient and effective ways of working.
- Lead a small team of technologists, developing best working practice and more effective ways of working.
- 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:
- Completion of technical requests, liaising with internal and external customers to clarify needs and agree on completion dates.
- Compiling, updating, and reviewing:
- Finished product specifications (Virani, Legumology),
- SAQs,
- Supply chain maps and risk assessments,
- General enquiries,
- Create, update, and upload relevant specifications and other documents, e.g., company position statements, onto customer portals, e.g., allergen position statement.
- Administration, reporting, and coordination of horizon scanning alerts.
- Raising non-conformances/complaints with relevant parties and following through to effective resolution and response to the customer as required.
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Other general duties
- 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.
- Assist with customer/external/internal audits and follow up of corrective actions.
- Support other Technical / Quality departmental functions as reasonably requested.
- Other tasks as reasonably requested by Management.
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