About the role: 

 

The Customer Quality Service Manager (Team Lead) oversees a team of Documentation Officers to ensure professional and timely responses to customer technical documentation requests, specifications, questions related to BC programs & certifications, factories and products. This role will be responsible for maintaining a strong working knowledge of customer requirements, BC food safety programs, BC specifications, regulatory requirements, claims and certifications.  
Focus is on SAP sites in Europe for chocolate and cocoa.
This position will collaborate closely with the EU Customer Quality Director and customer relationship Manager and maintains a close working relationship with various departments such as Food Safety, Microbiology, Regulatory Affairs and our commercial team to ensure alignment with internal expectations and customer expectations.  

 

 

Key resposibilities:

 

Customer Documentation management:

Manages a team of Quality Documentation Officers responsible for answering customer technical requests for Europe including exports - ensures team’s engagement and productivity throughout the year oManages activities related to Regional – Multi-sites Sustainability and organic audit certification services Ensures team provides professional and timely responses to customer technical documentation requests and questions. Responsible for training and effective use of BC customer management tools   Communicates with other company functions as needed, in order to maintain the integrity of the documentation systems and regulation references. Assures the implementation of customer requirements into BC Quality Systems including inspection plans and  certificate profiles Issues periodic reports on KPIs and SLAs to the regional and global customer quality lead  Analyzes case trends, determines ways to improve efficiencies for answering customer inquiries and implements improvement initiatives with the documentation team. As needed leads projects for the region related to customer documentation and certification requirements.

 

GBS QA Tower Lead:

Helps to coordinate transition together with functions and CSD GBS lead and positively influence built-up of GBS Quality team in Lodz Act as on the ground GBS hub counterpart to local team leads to support people management and development topics as necessary Support community building and engagement within the Quality team. Foster a positive and collaborative work environment, promoting teamwork and knowledge sharing among team members Works together with local teams and CSD GBS & functional leadership to help identify and drive continuous process improvements, automation opportunities, and opportunities for scope expansion Monitors and evaluates effectiveness of processes and underlying data, systems and tools Provide input to performance evaluation from the “on-the-ground” perspective to proactively support shaping and development of careers in GBS (where it makes sense) Support collaboration with the functional management team Build and maintain strong relationships with internal stakeholders, be SPOC & voice for Quality GBS towards functional leadership & GBS CSD Lead during & post transition, support the team in raising the question for technical and administrative support

 

 

About you:

 

Bachelor Degree in Food Science/Food Technology or equivalent Knowledge of Food Regulations, GMP, HACCP and basic microbiological knowledge Basic food process operations knowledge (ideally Confectionary, Biscuits, Snacks, Nuts, ice-cream, Fillings) Min. 5 -10 years experience in customer documentation and 2 years experience in certifications  Experience leading a team of 5 + people Excellent verbal and written communication skills Ideally audit experience Regulatory and legal understanding Ability to influence stakeholders   Computer Software Programs such as word, excel, SAP experience a plus Fluent in English  Strong organizational skills
 

 

We offer:

 

Employment on a regular basis in the sweetest company in the world. Annual bonus based on your work results. Lunch card to be used for groceries and restaurants. Private medical care in Lux Med (basic package fully financed by BC). Fit Profit sports card co-financed by BC. PPE: we care about your future, and we save money for your retirement. Cafeteria Program as a part of Social Fund. Group life insurance. Hybrid working model: min. 8 days in the office a month. As part of our work-life balance culture, we can start work between 7 am and 10 am. Free consultation with a lawyer once a quarter. Chocolate! Yes, surprising but we have chocolate in the office, for Christmas, BC’s Birthday, and many other occasions during the year. And if chocolate is still not enough, you can join one of our theme clubs, where together with other employees we develop our passions and interests. Daily delivery of fresh fruits and veggies to the office. You can purchase our sweet products with a special discount. Relax zone in the office and plenty of options to choose from: PlayStation 5, football table, pool table, Ping-Pong, library, table games, and massage chairs. Sport @work? Sure! We have treadmills and indoor exercise bikes with a laptop station. We like to party as much as we like chocolate! We have integration budgets we can use for team events. Forever Chocolate and Event Team: you can join them and have a real influence on social life in BC and CSR activities.