Regional Quality & Customer Experience Leader (Animal Nutrition)

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Job Title: Regional Quality & Customer Experience Leader (Animal Nutrition)
Location: rheems, PA, Mid-Atlantic United States, USA

Company: The Wenger Group
Industry Sector: Agribusiness
Industry Type: Feed Nutrition
Job Type: Full Time
Salary: Competitive
Job Description:

Regional Quality & Customer Experience Leader is an operational position driving customer experience by following the culture of 'quality' in every activity across the WFAN network.  This will be accomplished by 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 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 multi[1]species 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.

•Assist with the developing 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.

•Promote reporting Non-Conformance, performing Root Cause Analysis, developing   Corrective Action, follow up, and timely close out of Non-Conformances through active coaching, mentoring, support and leadership.

•Review instances of Non-Conformances to assess if there are systemic ramifications, communicate and escalate as needed and critically evaluate the proposed workflows from a design and effectiveness perspective in preventing recurrence.

•Perform independent tests of quality following defined sampling processes to assess the effectiveness of manufacturing process controls at all critical points and as needed. 

•Coordinate and assist on-site facility in-process audits.


Regulatory & Certified Process Compliance Controls

•Adhere to the compliance of local, state, federal and certified processes (ISO, PV, NOP, GMO), and customer audits (Certified Humane, PCO, Egglands Best, GAP etc)

•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.

•Actively engage with the mill team members on quality control and customer experience issues and escalate to next level(s) as needed for a solution.

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.

•Participate in toolbox meetings; conduct QC reviews with mill supervisors/managers; determine and provide reports of quality to monitor and document process capability; analyze results to highlight areas for opportunities to improve.

•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.

•Provide a monthly update on concerns related to compliance (internal and external) and customer experience at the Quality and Customer Experience Review Meeting.

•Additional responsibilities as deemed necessary by the management.


Physical Requirements

•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.



External: Protein producers, Livestock Integrators, Local, State, Federal Regulatory authorities, Process and Certification Agencies, Customer and Supplier auditors                                 

Internal :  Team members of Mill Management, Mill Engineering, Ingredient Receipt, Logistics, Transportation, Truck

Drivers, Food Safety, Nutrition, Formulations, Laboratory, and Relationship Management


Who you are:

    • High School or GED required; a Bachelor's degree in agricultural-related field preferred or a minimum of three to five years (3-5) experience in the fields of quality, feed/food, nutrition or manufacturing with basic knowledge of agricultural practices.
    • General knowledge of grinding, mixing, pellet operations, and sampling techniques in feed manufacturing.
    • Basic 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.
    • Proficient oral and written communication skills in business correspondence and other required documents; presents numerical data effectively.
    • Takes ownership and accountability for mistakes, corrects, and learns from them and have the ability to progress forward.
    • Demonstrates Wenger's Core Values; Integrity, Quality, Respect, Safety & Stewardship.

     Travel >75% 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, Parental leave, Employee Assistance Program, Flexible Spending, Employee Referral Bonus, Safety Bonus, Meat Bonus, Easter Hams, Thanksgiving Turkeys, Annual Outing, Tuition Reimbursement, Pet Insurance, 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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Job Post Date: 01/21/24
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