Quality and Customer Care Manager in the Milling and Baking Industry

Job Title: Quality & Customer Care Manager in the milling and baking industry for our operations in the Congo’s

Location: Midema, DRC

Reports To: Managing Director

Direct Reports: Quality managers, Technical service/customer service managers

Job Type: Expatriate

General Purpose

• Responsible for assuring product quality and overseeing customer care and technical service for the milling and baking operations in the Congos.

Key Tasks & Responsibilities

• Partner with regional sales and marketing leaders to build relationships with key customers to anticipate future needs and market direction.
• Direct and coordinate all aspects of quality control so as to achieve zero defects at the customer.
• Monitor all aspects of the customer experience including product performance and consistency, customer service, order accuracy, and product availability.
• Coordinate research and development to define new value propositions for current and potential customers and markets.
• Train technical service personnel and sales team in technical baking.
• Have familiarity with the impact of enzymes and other micro-ingredients on flour performance for a variety of baking processes.
• Offer technical solutions to bakeries with regard to process and practices.
• Implement ingredient solutions to address performance issues for given processes and raw material blends.
• Manage the order planning of ingredients and provide input on purchasing decisions.
• Responsible for managing the lab, equipment testing and performance.
• Maintain communication and positive business relationships with customers at all times.

Education & Experience

• Master Baker, INBP, AIB, or other internationally-recognized credential in baking.
• 5+ years in bakery operations, bakery technical service, or bakery ingredient optimization.
• Experience with a variety of bakery products and processes from industrial to artisan methods.
• Demonstrated ability to effectively communicate with people at all professional levels.
• Exceptional organizational skills are required for the position.
• Fluency in French and English required.
• ERP and/or CRM systems as related to customer interaction.

Working Environment/Conditions

• Must be in good physical health due to physical remoteness of clients and operations.
• Ability to operate outside of normal comfort zone and competency.
• Experience working in developing countries preferred.
• Ability to regularly work odd hours due to the nature of the clients’ operations.
• Travel will be approximately 50%.
• Must be able to work in high-pressure situations.