Customer Support/Quality Manager

About the role

The Customer Support/Quality Manager has management responsibilities in the areas of quality management, quality improvement initiatives, customer support, and customer satisfaction. This role oversees the BRCGS program and all paper test data, including collection, quality analysis, and data distribution. The manager helps develop tools to assist production management in communicating more effectively with internal and external customers.

Responsibilities

• Follows up and responds to customer complaints and inquiries in a timely manner.
• Serves as BRCGS Coordinator: Maintains BRCGS certification by conducting audits, hosting internal audits, conducting an annual Management Review Meeting, and maintaining documentation.
• Executes self-driven projects or special projects as determined by supervisor.
• Assesses quality needs and completes crew training in appropriate areas.
• Issues quality reports on a monthly, quarterly, and annual basis as dictated by customer need and division quality control.
• Oversees the paper test lab.
• Oversees the Main Lab, serves as the initial contact person for on-site environmental issues and chemical spills, and communicates environmental information with the Environmental Manager.
• Hosts facility tours for customers and other visitors.

Requirements

• Bachelor’s Degree in Process Engineering, Business, or related field.
• Prior experience with BRCGS or equivalent quality control process such as ISO or FSC/SFI.
• Superior verbal and written communication skills and ability to work well with people at all levels.
• Advanced Microsoft Excel skills.
• Excellent organizational and leadership skills.
• Excellent math abilities and working knowledge of data/statistical methods.

Benefits

• Comprehensive benefit package including medical, dental, vision, and prescription drug coverage.
• Wellness programs.
• Short-term disability (STD), long-term disability (LTD), and life insurance.
• Company matching 401(k) and pension.

About the company

Started in 1933, Green Bay Packaging Inc. is a family-owned, vertically integrated company consisting of corrugated container plants, a folding carton facility, recycled and virgin containerboard mills, pressure-sensitive label roll stock plants, timberlands, a paper slitting operation, and a sawmill facility. Headquartered in Green Bay, Wisconsin, Green Bay Packaging Inc. employs over 4,600 team members and operates 40 facilities in 16 states, with a focus on safety, sustainability, quality, and continuous improvement.