Role Description This role supports the Special Projects Manager in the execution of certification and audit services delivered by FSNS Certification & Audit (FSNS C&A). The position plays a key role in coordinating verification and audit activities—particularly for major clients such as Amazon and TikTok—while ensuring timely, accurate, and compliant service delivery. The ideal candidate will help manage certification and audit workflows across food, dietary supplement, and personal care (e.g., skincare) manufacturing and distribution environments. This role requires frequent client interaction and cross-functional collaboration within the Certified Group organization. The Special Projects Manager will provide backup support as needed. Qualifications - Bachelor’s degree in Food Science, Animal Science, Microbiology, or related field (Master’s preferred) - Minimum of 2 years in a relevant coordinator position - Working knowledge of food safety regulations and certification programs preferred - Prior experience utilizing Microsoft Suite of products (Word, Excel, PowerPoint, etc.) - Equivalent combination of education and experience may be considered Requirements - Serve as a primary point of contact for clients seeking certification or verification services - Coordinate incoming verification requests, organize documentation, and ensure timely completion of audits - Manage customer database reporting and uploads - Provide administrative support and backup coverage as needed - Support management in execution of departmental initiatives and special projects - Communicate professionally with clients across all channels - Act as a technical liaison between clients and internal teams - Stay current on industry trends, regulations, and food safety developments Company Description

• Lead day-to-day IT helpdesk operations and supervise support team performance • Manage and prioritize ticket queues to ensure timely resolution and SLA adherence • Serve as the escalation point for complex technical issues (Tier 2/3 support) • Coach, mentor, and develop helpdesk team members • Support hiring, onboarding, and training of new IT staff • Provide IT support for a fully remote workforce, including onboarding and offboarding • Troubleshoot issues across devices, networks, and SaaS applications • Administer and support core systems, including Google Workspace and other SaaS tools • Manage endpoint environments across Windows and macOS, including MDM platforms • Improve helpdesk workflows, automation, and overall operational efficiency • Maintain clear documentation and contribute to a scalable knowledge base • Deliver a high-quality support experience through clear communication and user-focused service

• Help answer end-user questions by supporting phone calls, chats, and web inquires • Serve as a go-to resource for clients and end-users needing technical assistance via phone, chat, or email • Aim to resolve issues on the first interaction, while clearly and professionally guiding clients through their options • Take ownership of assigned client accounts by managing and resolving issues from start to finish • Accurately document interactions and solutions in the ticketing system • Use the knowledge base to research and find the best solutions for client need • Escalate complex or unclear issues—and any outdated knowledge base content—to a supervisor • Represent the company positively by building strong, professional relationships with clients • Continuously learn and grow by participating in training programs to support a variety of clients • Deliver fast, accurate, and friendly solutions that create a great client experience • Install, maintain, and troubleshoot computers, printers, phones, and other equipment • Diagnose and resolve hardware and software issues • Complete software installations and updates • Build strong, collaborative relationships across teams and departments

• Provides high-level architectural expertise to managers and technical staff • Develops architectural products and deliverables for the enterprise and operational business lines • Advises on selection of technological purchases with regards to processing, data storage, data access, and applications development • Sets functional and technical standards for the effective management of IT and Operations • Advises of feasibility of potential future projects to management • Research the API capabilities, specifically with respect to ServiceNow and SAP • Demonstrate the successful testing of data exchanges between the EA repository and ServiceNow through the use of the respective software APIs