FSQ Customer Support Analyst

Description

Ready for more than just a job? Build a career with purpose.

At Lactalis in the USA, we’re committed to providing meaningful opportunities for our people to learn, grow, and thrive—whether you’re just starting your journey with us or looking to take the next step in your career. From day one, we offer the tools and support to help you succeed.

As the world leader in dairy, Lactalis is a family-owned company with over 85,000 pragmatic and ambitious professionals across the globe. Each day, we’re proud to produce award-winning dairy products that bring people together.

In the US, we proudly offer an unrivaled house of beloved brands, including Galbani® Italian cheeses and ricotta, Président® specialty cheeses and butters, Kraft® natural and grated cheeses, Breakstone’s® cottage cheese, Cracker Barrel®, Black Diamond® cheddar, and Parmalat® milk. Our yogurt portfolio includes siggi’s®, Stonyfield Organic®, Brown Cow™, Oui®, Yoplait®, Go-Gurt®, :ratio®, Green Mountain Creamery®, and Mountain High®, along with a growing family of ethnic favorites like Karoun®, Gopi®, and Arz®.

At Lactalis, we live by our core values—Ambition, Engagement, and Simplicity. We foster a workplace where innovation thrives, diverse perspectives are celebrated, and everyone’s unique background and ideas are valued.

Even if you don’t meet every qualification, we encourage you to apply. We want to hear about your PASSION, your STORY, and how your EXPERTISE can help us shape the future of dairy. 

From your PASSION to ours

Lactalis US Yogurt, part of the Lactalis family of companies, is currently hiring a FSQ Customer Support Analyst based in Londonderry. New Hampshire. The FSQ Customer Support Analyst, will be responsible for providing the documentation and support of product quality and food safety compliance, to include existing product quality, new product quality design and food safety, consumer complaints, finished product specification, and quality and food safety risk assessments. The position will also play a key role in assuring documentation compliance for import and export as needed. Additionally, the FSQ Customer Support Analyst will collaborate with plant quality, other members of the corporate quality team, R&D, sales, consumer relations, and external supply partners to align duties with the company's goals and values. The FSQ Customer Support Analyst will report to Corporate Quality Manager – Commercial Support.

From your EXPERTISE to ours

Key responsibilities for this position include:

• Maintain all databases that contain ingredient and formulation requirements and respond to all information requests (internally or externally i.e. customers).      
• Collaborate with cross-functional teams to consolidate and transfer the information to meet customer requirements. Address information gaps with appropriate escalation where required. 
• Maintain Private Label and Food Service customer manufacturer databases and technical documentation related to ingredients, quality, and  regulations required by customer supplier agreements and requirements needed to support business development and continued product sales.
• Maintain and audit regulatory databases (with strong focus on Export, Private Label and Food service) to ensure accurate records and compliance with Company standards. Ensure all documentation and communications with external customers is accurate, up-to-date, and organized.
• Manage, organize, maintain, and execute customer technical requests (Retail / Food Service / Private Label). Ensure records are complete and able to be recalled as needed. The documentation required includes but is not limited to: ingredient declaration, facility certificates, shelf life, allergen checklists, nutritional, formulations, raw material specifications, packaging / print specs, visual quality standards, sensory, production process / QA parameters and manufacturing process.
• Organize and execute customer sampling programs and requests such as laboratory analysis, certificates of analysis, product monitoring sample preparation, product packaging, photography, GS1 submission, plant trial endorsement, first production protocols and courier shipping to assist in business development initiatives.
• Ensure Quality is fundamental in execution of all work activities and work in compliance
• Maintain a close partnership with Lactalis US Yogurt (LUSY) internal plants and collaborate on continuous improvement activities.

Requirements

From your STORY to ours

Qualified applicants will contribute the following:

Education

• Bachelor's degree is required.
• A major in chemistry, food science and/or microbiology is preferred.

Experience

• 5+ years Food Safety & Quality, Yogurt experience is preferred.

Certifications and specific knowledge

• Solid knowledge of GFSI, HACCP, US food regulations, i.e. PMO, FDA
• Deep understanding of Food Safety & Quality as applied to our products
• Understanding of statistical process control and application for product quality.

Competencies 

• Ability to maintain clear and complete records for FSQ
• Ability to prioritize and manage multiple projects in a changing, complex environment.
• Collaborative & pragmatic mindset. 
• Strong project management skills.
• Ability to navigate business platforms/processes.
• Ability to work collaboratively with diverse cross-functional teams as well as external resources. including suppliers and external supply chain partners.  
• Proficiency with data management portals.
• Proficiency with Microsoft Office applications, specifically Excel. 
• Strong communication skills both written and verbal.
• Ability to work independently.
• Ability to complete administrative tasks.
• Sense of organization and strong attention to detail.

Work Conditions

•  Travel may be required occasionally.
• Extended hours may be necessary depending on the project needs
• To fulfill these responsibilities, tools such as a computer and or allowance(s) will be provided.
• Reasonable accommodations may be made to enable individuals with disabilities to perform these essential duties and responsibilities.
• This position requires physical presence in the office, in accordance with the guidelines of the Hybrid Work Policy.

At Lactalis, we offer a comprehensive Total Rewards Program with a variety of affordable benefits and coverage options. We support insurance costs significantly, contribute generously to retirement plans, and offer Paid Time Off from day one. We are committed to your professional growth, providing training and development opportunities, including Education Reimbursement. Join us and grow your career.

Lactalis is an equal employment opportunity employer. We will not discriminate against applicants with regard to any legally-recognized basis including, but not limited to: veteran status, race, color, religion, sex, national origin, age, marital status, sexual orientation, and physical or mental disabilities. Further, any division of the Company that is an Affirmative Action Employer will comply with all related legal obligations.