Customer Support/Quality Manager

About the Role

The Customer Support/Quality Manager oversees quality management, improvement initiatives, customer support, and satisfaction. This role includes managing the BRCGS program, handling all paper test data (collection, analysis, and distribution), and developing tools to enhance communication between production management and internal/external customers.

Responsibilities

• Follow up and respond to customer complaints and inquiries in a timely manner.
• Serve as BRCGS Coordinator: maintain certification by conducting audits, hosting internal audits, holding an annual Management Review Meeting, and maintaining documentation.
• Execute self-driven or special projects as assigned by supervisor.
• Assess quality needs and provide crew training in relevant areas.
• Issue quality reports monthly, quarterly, and annually based on customer and division needs.
• Oversee the paper test lab and Main Lab.
• Act as the initial contact for on-site environmental issues and chemical spills, and communicate with the Environmental Manager.
• Host facility tours for customers and visitors.

Requirements

• Bachelor’s Degree in Process Engineering, Business, or a related field.
• Prior experience with BRCGS or equivalent quality control processes (e.g., ISO, FSC/SFI).
• Superior verbal and written communication skills, with the ability to work effectively at all organizational levels.
• Advanced Microsoft Excel skills.
• Strong organizational and leadership abilities.
• Excellent math skills and working knowledge of data/statistical methods.

Benefits

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

Green Bay Packaging benefits may vary by position or division.