PDM has grown from being a small iceberg lettuce grower to what it is today, growing many salad crops and producing a wide range of ready to eat salads for the UK supermarkets all year round.
The role
We are seeking a Customer focused Technical Account Manager to join our growing technical team. Reporting into the Technical Director the role is the link between Technical compliance and driving customer engagement and confidence. You will manage retailer relationships and oversee end to end account management.
This is a customer facing role, where collaboration and integrity are crucial to ensure a sustainable customer relationships.
PDM is a family business, people are at the heart of what we do. You will drive a culture of food safety and quality, working closely with all other departments whist developing and coaching team members across the business.
Key Responsibilities
* Dedicated contact for all customer accounts.
* Work directly with Customer Technical and Quality Teams.
* Responsible for the development and completion of site and Customer KPI reports ensuring robust corrective actions are agreed and shared with the customers.
* Prepare, review and maintain Customer joint Quality and complaint reduction plans diving year on year improvement.
* Complete trend analysis and feed insight back to Technical and Operations.
* Review and understanding of customer codes of practise. Communicate requirements clearly to the relevant teams inside the business.
* Respond to Rejections/Quality issues.
* Management of Customer complaints including the acknowledgement and response to the complaint once the Factory TM has investigated.
* Management of Customer Portals sharing any updates with the business.
* Co-ordinate and host Customer Technical visits onsite.
* Attend Customer meetings/conferences/benchmarking sessions. This will include travel.
* Build a pro-active foreign body and complaint reduction team.
* Communicate and agree Temporary specifications.
* Attend the weekly meeting to represent the Customer and communicate performance and highlight areas for improvement.
* Attend bi-weekly NPD meeting to support product launches and critical path activities.
* Lead Dynamic benchmarking panels to review quality in the ‘eyes of the customer’ to drive quality improvements.
* Actively manage shelf life to ensure the customer receives the maximum shelf life where shelf life data allows.
* Work closely with the commercial team to ensure customer communications are aligned.
* Support the Commercial Team on new business and tenders.
* Undertake any other ad hoc duties which may be required from time to time.
Person Specification
* Proven experience in Technical Account Management with UK retailers.
* Strong knowledge of retailer standards, policies and codes of practice.
* Chilled food experience.
* Demonstrated ability to present at customer reviews and influence.
* Hands on experience in complaint management and root cause analysis.
* Be customer focused and have a can-do attitude.
* Commercially aware with a clear understanding of customer and business risk.
* Resilient, Dynamic and calm under pressure
* Food Safety level 4
* Our workforce is multinational and therefore your verbal and written English skills must be good but you must also be sympathetic to the needs of employees for whom English is not their first language.
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