Multi-faceted customer service opportunity to support the digital transformation of SQFI’s customer support and success. If you are looking to showcase your customer service and project management skills in a supportive and flexible environment that encourages personal and professional growth, then continue reading!

As the food industry association, FMI works to support the food industry by advocating for a safer, healthier, and more efficient consumer food supply. We are looking for Manager, SQFI Customer Service to join the SQFI team to help us accomplish the strategic initiatives established for this group. SQFI is a third-party global food safety program that is designed to meet industry, customer, and regulatory food safety requirements for all sectors of the food supply chain – from farm to retail stores.  

Employees who succeed at FMI are customer-focused, collaborative, and enjoy having fun while getting the work done.  FMI offers an outstanding benefits package including health, dental, vision, 401(k) plan, flexible spending and health savings plans, summer hours, 10 paid holidays, volunteer and wellness opportunities and much more!  Our entire staff is currently working remotely with an expectation to return to our Arlington, Virginia office in the fall (while adhering to CDC, the state of Virginia and Arlington County guidance). We believe in work/life balance. This position has the flexibility to work from home on average for up to three days per week! Our building also offers a state-of-the art fitness center for employees to enjoy at no cost.

The Manager, SQFI Customer Service will:

• Serve as one of the primary customer service representatives for SQFI and assist in building and supporting automation capabilities for customer success
• Answer and screen incoming calls from SQFI stakeholders; retrieve messages and respond or disseminate to appropriate person for response
• Prepare, proof, and edit general documents, forms, and reports
• Assist in aligning technology roadmaps to business roadmaps with measurable business outcomes
• Perform data entry duties regarding metrics, registrations, and other key data
• Manage the SQFI customer support team

The ideal candidate for this role will have:

• A college degree and/or three to five years of previous experience as a Customer Support Specialist or other similar role
• A deep understanding of how CRM systems work and the ability to process and maintain information through database software
• Experience working with ticketing systems and workflows
• Must have working knowledge of Microsoft Office 365 programs including: Excel, Word, PowerPoint, and Outlook
• Strong customer service and team orientation with excellent telephone and interpersonal skills
• Strong editing, grammar, and proofreading skills
• Strong oral and written communication skills
• Typing speed of at least 50 WPM