Regional Quality & Customer Experience Leader (Animal Nutrition)
- - WF Nutrition Service
- rheems, PA, USA
- Full Time
The Regional Quality & Customer Experience Leader is a strategic functional and operational position driving customer experience by establishing the culture of 'quality' in every activity across the Wenger Feeds network. This will be accomplished by establishing and confirming quality at every stage of production and delivery of feed that meets customer expectations. This position will function as a business partner with the location stake holders in ensuring conformance to quality and customer experience. This empowered and high influence role calls for an assertive, collaborative, mentoring and process-driven-solution-oriented mindset driving joint accountability to customer deliverables. This position will also be responsible for monitoring and managing of external quality process controls, regulatory and certified process compliance, education and support activities, and self-development.
Who are we:
The Wenger Group, Inc. is a leading family-owned, professionally managed agricultural products, food and services organization headquartered in Pennsylvania. The Company offers animal nutrition and feeds, specialty protein production, processing and marketing, on-farm protein production services, and ingredient procurement ranging from micro ingredients to grain and fertilizer. The group includes Wenger Feeds, LLC, Nutrify, LLC, Dutchland Farms, LLC, Risser Grain, LLC, and Hoober Feeds. Wenger Feeds is the largest multispecies commercial feed manufacturer in the mid-atlantic region, with over 78 years of production experience across 10 feed mills. Wenger Feeds is well positioned as the credible partner with its customers in sustainable and profitable protein production by way of its commitment to exceptional customer experience through inhouse innovation, research and analytical capabilities and established quality, safety and environment management systems certified by ISO for over 17 years.
What your day looks like:
Internal Quality Process Controls
•Create and maintain quality procedures for animal feed and nutrient channel in the Wenger System (WS) for receiving, storing, manufacturing and transporting and be responsible for implementation of effective controls of WS, Quality Management System and other certified processes. Train, support and assist Feed Mill management in implementing and maintaining the Standard Operating Procedures (SOP) and work instructions necessary to achieve quality and product safety standards.
•Survey the quality and safety processes of ingredient receipt, storage, grinding, mixing, conditioning, pelleting, cooling, load out, truck loading, sampling and delivery of feed, identify and establish critical quality process controls at every stage (for example: Feed Formula Review, Batch record review, Medication and Drug reports review, NCs, NC projects, Process check lists, Pellet Tracker, etc).
•Develop a matrix of metrics and quality process control measures for each stage, monitoring methods, validate, train the mill team members, implement, capture data, analyze, identify trends, monitor compliance, and develop corrective actions as needed. Provide clear visual quality standards for each step of quality management and develop Quality Control Plans for all new programs.
•Promote reporting Non-Conformance (NC), performing Root Cause Analysis (RCA), developing Corrective Action (CA), Preventive Action (PA); follow up, and timely close out of NCs through active coaching, mentoring, support and leadership.
•Coordinate and conduct internal in-process audits of receipt, manufacturing and transportation across all working shifts of mills to verify process set up and compliance. Conduct on-site audits of suppliers to ensure adherence to product quality and safety standards.
•Trouble shoot issues through a process of active collaboration, pooling expertise and working towards a solution.
Regulatory & Certified Process Compliance Controls
•Own the compliance of local, state, federal and certified processes (ISO, PV, NOP, GMO), and customer audits (Certified Humane, PCO, Egglands Best, GAP etc), and any additions in future; develop a Compliance Calendar for the assigned locations, actively follow the deadlines, and escalate issues as needed.
•Coordinate with mill management and maintenance teams on documentation and verification of equipment specifications and performance.
•Assist Head of Food Safety in compliance duties pertaining to FDA and other related regulatory needs.
Customer Quality Advocacy
•Be the First responder to customer complaints / feedback on areas related to quality; serve as the customer advocate by identifying and assisting in troubleshooting in collaboration with Nutrition, Formulations, Laboratory, Food Safety and Relationship Management teams, and resolving customer quality concerns including on-farm quality evaluations.
•Evaluate finished feed testing programs to assess for adequacy of design to meeting customer specifications and expectations in formulation, manufacturing and transportation processes; ensure exclusive processes for compliance of customer's specific program requirements are in place and effective.
Development & Support
•Be the technical advisor and partner to mill team by performing on-call duties during all business shifts/hours of assigned locations.
•Assist Nutrition, Formulations, Research, Quality and Food Safety functions with activities such as evaluation of temporary process modifications, in process assessments, sample collection, etc.
•Collaborate with Central Training Manager to develop simple and practical training and orientation modules for the channel stake holders and ensure effectiveness through validation of day-to-day implementation.
•Establish team metrics for measurement of quality and operational excellence and customer experience.
•Continually sharpen functional skills and practical application through industry updates, trade fairs/seminars, workshops, professional networks, conferences, or vendor events.
External customers: Protein producers, Livestock Integrators, Local, State, Federal Regulatory authorities, Process and Certification Agencies, Customer and Supplier auditors
Internal customers: Team members of Mill Management, Mill Engineering, Ingredient Receipt, Logistics, Transportation, Truck Drivers, Food Safety, Nutrition, Formulations, Laboratory, and Relationship Management
•Ability to lift up to 50 lbs. on occasions.
•Ability to climb ladders and work in high places.
•Ability to work in confined spaces.
•Ability to work in dusty condition.
Who you are:
- High School or GED required; a Bachelor's degree in agricultural-related field preferred, with basic knowledge of agricultural practices and animal husbandry or related experience
- Minimum of five years' experience in the fields feed/food manufacturing, quality, or nutrition.
- PCQI and SQF Certified or commitment to be certified.
- Working knowledge of corrective action programs, ISO or Safe Feed Safe Food or related certified processes, FDA/CDFA/AAFCO/Organic Regulations, FSMA, GMP's SSOP's, SPC
- Strong coaching, facilitation and hands-on skills with a strong track record of successful change management who engages team members and provides clarity to help them understand the change and seeks feedback to give them ownership.
- Demonstrated critical thinking and independent problem-solving skills with the ability to multi-task and meet challenging deadlines.
- Demonstrates Wenger's Core Values; Integrity, Quality, Respect, Safety & Stewardship.
Travel >70% to the assigned mill locations
For all full-time team members, we offer full medical, dental and vision insurance. All team members are eligible to participate in a 401(k) Plan with an employer match, Basic Life & AD&D, Voluntary Life, Disability, Employee Assistance Program, Flexible Spending, Employee Referral Bonus, Safety Bonus, Meat Bonus, Easter Hams, Thanksgiving Turkeys, Annual Outing, Tuition Reimbursement, Wenger Sponsorship Program, Uniform and/or Corporate Wear, Tool and Boot Allowances, Recognition Awards. Each team member has the potential to earn a yearly bonus based on the achievement of company goals. **Eligibility is dependent upon position, level, years of service, company performance, and Executive Team approval**
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