Customer Care Manager

Role & responsibilities

Role Overview:

The Customer Care Manager in a dairy firm ensures that all customer-facing touchpoints whether from milk producers, distributors, retailers, or endconsumers are handled efficiently, with a strong focus on quality, safety, regulatory compliance, and satisfaction. This role often bridges production, quality, sales, distribution, and consumer service.

Here are responsibilities particularly relevant to dairy:

1. Customer Relationship Management

• Act as primary point of contact for key customers (retailers, wholesalers, farmers, etc.).
  
• Understand customer needs for products (milk, cheese, yogurt, etc.), packaging, delivery schedules, quality, etc.
  
• Handle escalations — product complaints (taste, texture, spoilage), delivery issues, packaging defects, etc.
  

2. Quality & Regulatory Compliance

• Ensure that customer complaints about product quality are investigated, root causes identified, and corrective actions taken.
  
• Coordinate with Quality Assurance, Food Safety, and Regulatory departments to ensure that products meet all relevant food safety standards (HACCP, GMP, etc.).
  
• Keep up to date with dairyindustry specific regulations (local, national, export).
  

3. Operations Coordination

• Work closely with production, supply chain, packaging, and logistics to ensure customer orders are fulfilled correctly, on time, and in good condition.
  
• Monitor cold chain/logistics for temperature control, shelflife concerns, transit damages.
  

4. Customer Feedback & Experience

• Collect, analyze, and report customer feedback (e.g. via surveys, calls, return/complaints data).
  
• Identify trends in complaints (e.g. offflavors, packaging leaks, spoilage) and feed this into process/product improvements.
  
• Improve trust/loyalty — ensuring customer communication is clear around delays, quality issues, and resolution steps.
  

5. Team Management & Training

• Lead a team of customer care agents or representatives who may be responsible for handling customer queries, complaints, and aftersales service.
  
• Train them in product knowledge (e.g. different dairy products, shelf life, storage), food safety, regulatory basics, and customer communication skills.
  

6. Reporting & Analytics

• Track key metrics: complaint resolution time, number of complaints by type, returns, product yield loss due to quality issues, customer satisfaction (CSAT/NPS) etc.
  
• Share reports with senior management, production, QA, etc., to make datadriven decisions.
  

7. Continuous Improvement

• Suggest process improvements within production, packaging, or logistics to reduce customer issues.
  
• Work with R&D or product development if new formulations or packaging are needed.
  

8. Supply Chain & Logistics Collaboration

• Ensure product transportation, cold storage, and delivery standards are maintained to avoid spoilage or quality degradation.
  
• Coordinate with distributors or delivery partners on packaging integrity, timeliness.
  

9. Communication & Coordination

• Maintain liaison with sales, production, quality assurance, marketing, and packaging teams to align on product launches, promotional offers, or changes in product specification.
  
• Communicate with customers about changes (price, packaging, regulatory, schedule).
  

10. Crisis & Incident Management

• Handle major incidents (e.g. product recall, contamination, widespread spoilage).
  
• Coordinate recall or discard of products, customer notifications, and ensure compliance with health or regulatory agencies.
  

Skills & Competencies Required

• Solid understanding of dairy product varieties, shelf life, spoilage causes, quality parameters.
  
• Knowledge of food safety and regulatory compliance (GMP, HACCP, local food authority laws).
  
• Strong communication and interpersonal skills; ability to empathize with customers but also enforce quality requirements internally.
  
• Analytical & problemsolving ability.
  
• Leadership & team management.
  
• Good coordination skills across departments (production, R&D, logistics, marketing).
  
• Customer service orientation; patience, responsiveness.
  
• Ability to use customerservice software / complaint tracking tools / CRM.
  

Preferred candidate profile