Customer Support/Quality Manager

Green Bay Packaging; Cockeysville (MD); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k) and Pension

Wellness programs

Life Insurance

STD/LTD

Job summary

Green Bay Packaging is seeking a Customer Support/Quality Manager to lead quality management, customer satisfaction, and BRCGS program administration. You will manage data collection, analysis, and distribution of paper test data, and develop tools to improve communication with customers.

Responsibilities include responding to complaints, coordinating audits, leading quality improvement projects, training crews, and presenting monthly to annual quality reports.

Qualifications

• Bachelor's degree in Process Engineering, Business, or related field.
• Prior experience with BRCGS or ISO/FSC/SFI quality systems.
• Superior verbal and written communication skills.
• Advanced Microsoft Excel skills.
• Excellent organizational and leadership skills.
• Excellent math abilities and working knowledge of data/statistical methods.

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 to customers and other visitors.
• 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.

Skills

Verbal and written communication

Advanced Excel

Leadership

Data analysis

Problem solving

Education

Bachelor's Degree in Process Engineering, Business, or related field

Job description

Description

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.

Compensation & Benefits

In addition to a competitive wage, the selected candidate will enjoy a comprehensive benefit package including medical, dental, vision, prescription drug, wellness programs, STD, LTD, life insurance, company matching 401(k) and pension. Green Bay Packaging benefits may vary by position or division.

Company Overview

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, Wis., Green Bay Packaging Inc. employs over 4,600 team members and operates 40 facilities in 16 states, each with a dedication to innovative development of its products and forestry resources, with a focus on safety, sustainability, quality, and continuous improvement. For more information about Green Bay Packaging Inc., visit gbp.com.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.