Lead Customer Technologist in Northampton

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 include:

• Prioritising, allocating and completing customer technical inbox requests, liaising with customers directly to clarify needs and agree completion dates.
• Operating a strong customer service ethos to endeavour to exceed internal and external customer expectations.
• Driving continuous improvement through direct areas of responsibility and influencing positive business change, using KPIs as a measure of improvement.
• Utilising experience of different systems/working methods to achieve more efficient and effective ways of working.
• Leading a small team of technologists developing best working practice and more effective ways of working.
• Accurately completing/approving technical documentation, including specifications, risk assessments, SAQs, supply chain maps and horizon scanning alerts.

Duties include:

• Completion of technical requests, liaising with internal and external customers to clarify needs and agree completion dates.
• Compiling, updating and reviewing finished product specifications (Virani, Legumology), SAQs, supply chain maps and risk assessments.
• Creating, updating and uploading relevant specifications and other documents e.g. company position statements onto customer portals e.g. allergen position statement.
• Administration, reporting and co-ordination of horizon scanning alerts.
• Raising non-conformances/complaints with relevant parties and following through to effective resolution and response to customer as required.

Other general duties:

• Assisting 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.
• Assisting with customer/external/internal audits and follow up of corrective actions.
• Supporting other Technical / Quality departmental functions as reasonably requested.
• Other tasks as reasonably requested by Management.