Customer Support/Quality Manager

JOB SUMMARY:
The Customer Support/Quality Manager has management responsibilities in the areas of quality management, quality improvement initiatives, customer support, and customer satisfaction. He or she will also be responsible for the BRCGS program, and all paper test data including the collection, quality analysis, and data distribution. This manager helps develop tools to assist the production management in communicating more effectively with internal and external customers.

RESPONSIBILITIES:
1. Follows up and responds to customer complaints and inquiries in a timely manner.
2. Serves as BRCGS Coordinator: Maintains BRCGS certification by conducting audits, hosting internal audits, conducting an annual Management Review Meeting, and maintaining documentation.
3. Executes self-driven projects or special projects as determined by supervisor.
4. Assesses quality needs and completes crew training in appropriate areas.
5. Issues quality reports on a monthly, quarterly, and annual basis as dictated by customer need and division quality control.
6. Oversees the paper test lab.
7. 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.
8. Hosts facility tours to customers and other visitors.
9. Serves as BRCGS site coordinator: Maintains BRCGS certifications by conduction of audits, hosing internal audits, conducting an annual Management Review Meeting and maintaining proper documentation.

QUALIFICATIONS:
* 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.