Technologist in Redhill

Accountable for the day-to-day technical management of Lactalis’ customers, meeting their needs and expectations, whilst respecting the Group Quality Policy & objectives. Support the TAM in ensuring customers’ needs and expectations are met, in building strong relationships with them, providing excellent customer service and driving the customers’ technical agenda to improve performance. Provide technical support to other functions within the company to retain current business and to gain new business, whilst ensuring food safety & quality is not compromised.

Reporting Line: Technical Account Manager (TAM)

Direct Reports: None

Main tasks and responsibilities:

• Responsible for the day-to-day management of the allocated customer technical accounts.
• Manage Own Label (OL) NPD – From agreed listing to launch & post launch.
• Monitor the quality of the products ensuring they meet the specifications and QAS at all times.
• Manage customers’ technical requirements: ensure updates & changes are tracked, interpreted, summarised and passed on to TAM for implementation.
• Build strong and proactive relationships with customers; meeting expectations, requirements, requests and tasks by the deadlines set.
• Manage customers’ technical websites ensuring they are up-to-date at all times.
• Complete technical customers’ specifications with all the relevant attachments required, ensuring they are up-to-date at all times.
• Complete & send all documents/reports required by customers.
• Organise customers’ audits & visits as per plan, attend and close the reports on time.
• Prepare and attend any routine customer meetings, follow up on the agreed actions until closed off.
• Support TAM / Customer Technical Lead (CTL) for any tasks as and when required.
• Build strong & proactive relationships with Lactalis colleagues, factories & divisions, co-manufacturers and depots.
• Manage branded NPD information and documentation.
• Check and comment on artworks and assets, to ensure they are legal in the UK and in line with specifications.
• For allocated customer technical accounts, manage customer complaints: log, investigate, respond to the customer, assign costs and responsibilities, close off in a timely manner.
• Cover for other members of the team as and when required.
• Hold and release products from depot as and when required.
• Manage samples and complete organoleptic assessments on a variety of dairy products.
• Gather 3rd party certificates & reports for all factories and distribute as necessary.
• Take an active role in business cross-functional projects.
• Raise awareness of issues related to food safety, legal and quality risks on products to TAM.
• Organise, prepare and lead the trained panel as and when required.
• Manage consumers calls and log complaints as and when required.

Essential Skills/Experience/Knowledge:

• Food science degree or equivalent.
• Demonstrated knowledge and experience in Food Safety (HACCP) & BRC.
• Experience with UK retailers and food services specifications systems.
• Experience in providing excellent customer service.
• Demonstrated ability to interact effectively with people at different levels.
• Strong levels of analytical & curiosity & ability to cross-check information.
• Good at planning and organizing workload to meet deadlines.
• Ability to work as part of a team and to work on own initiative.
• Attention to detail.
• Good verbal and written communication skills.
• Proficiency using key software (Word, Excel, PowerPoint, Outlook, Teams etc…).
• Clean driving license (1 year +).

Desirable Skills/Experience/Knowledge:

• Experience with food labelling legislation.
• Experience with dairy products.
• Fluent in French or Italian.