Manager, Product Stewardship Customer Assurance

Vantage Specialty Chemicals · Warren, New Jersey

FULL TIME$1,30,000 – $1,30,000 / yr

Job Description

Position Summary

The Manager, Product Stewardship Customer Assurance (PSCA) leads Vantage’s global customer response operation for product stewardship-related inquiries, serving as the central coordination point for requests involving regulatory, quality, technical service, product safety, and compliance documentation.

The role ensures customer inquiries are appropriately routed, coordinated, and resolved through timely, accurate, and consistent responses. The Manager oversees the end-to-end CRM caseload, leads a team of PSCA specialists, and coordinates responses across Regulatory, Quality, Technical Service, Product Stewardship, R&D, Commercial, and Supply Chain.

Position Scope

This is a global manager-level role responsible for leading the Product Stewardship Customer Assurance function, overseeing CRM case management, cross-functional coordination, team leadership, performance tracking, and continuous improvement of customer response processes.

Essential Duties and

Responsibilities

Customer Response Operations

Lead the global PSCA function for customer inquiries related to regulatory, quality, technical, product safety, and compliance matters.
Manage the customer response process from intake through resolution, ensuring inquiries are efficiently routed, prioritized, and closed.
Ensure customers receive accurate, complete, and timely responses that meet established service levels.
Serve as an escalation point for complex or urgent inquiries.

CRM Caseload Management

Own the global CRM caseload, ensuring cases are prioritized, assigned, tracked, and closed effectively.
Monitor case volumes, aging, response times, backlog, and service levels.
Ensure effective workload distribution and visibility across the team.

Cross-Functional Response Coordination

Coordinate customer responses by engaging SMEs across Regulatory, Product Stewardship, Technical Service, Quality, R&D, Commercial, Supply Chain, and other functions.

Team Leadership

Lead, coach, and develop PSCA specialists responsible for customer inquiry management and documentation support.
Establish team priorities, performance expectations, and service standards.
Foster a culture of ownership, collaboration, responsiveness, and customer focus.

Performance Management & Continuous Improvement

Monitor KPIs including response and resolution times, SLA attainment, backlog, customer satisfaction, and case quality.
Identify opportunities to improve workflows, efficiency, responsiveness, and customer experience.

Education
Bachelor’s degree in Biology, Chemistry, Environmental Science, Pharmaceutical Science, or a related technical discipline.

Experience

8+ years of experience in Product Stewardship, Regulatory Affairs, Quality, R&D, Technical Service, or related functions.
2+ years of people leadership in a customer-facing technical or compliance environment.
Experience in chemical, specialty ingredients, consumer products, life sciences, or related industries.

Knowledge, Skills, & Talents
Strong understanding of product stewardship, regulatory compliance, quality requirements, and customer documentation needs.
Proficiency with CRM platforms, reporting tools, and KPI management; MS Dynamics 365 and Power BI strongly preferred.
Familiarity with global regulatory frameworks and customer compliance requirements.
Proven ability to lead and develop teams while managing multiple priorities.
Strong customer service mindset, problem-solving, communication, and stakeholder management skills.
Ability to collaborate across functions and regions and drive alignment toward timely customer solutions.

Pay and

Benefits

The estimated base pay range for this position is: $130,000 - $180,000 annually. Actual pay will be determined based on education, certifications, experience, qualifications, skills and geographic location. This position is eligible to participate in a short-term incentive program.

Benefits

Vantage offers a comprehensive benefits package to eligible employees, including

Medical, HSA, dental, vision

Life and AD&D insurance

Accident, hospital indemnity and critical illness insurance

Short- and long-term disability

EAP, identity theft protection

Paid time off, Parental Leave

401(k) with company match

Equal Employment Opportunity

Vantage is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other protected category.

Company	Vantage Specialty Chemicals
Location	Warren, New Jersey
Type	FULL TIME
Niche	Sales, marketing and development managers
Salary	$1,30,000 – $1,30,000 / yr

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Manager, Product Stewardship Customer Assurance

Job Description

Responsibilities

Experience

Benefits

Benefits

Vantage offers a comprehensive benefits package to eligible employees, including