Quality & Customer Relations Manager

North Star Sheets, an affiliate of Schwarz Partners, and corrugated manufacturing industry leader currently has an exciting opportunity available for a Quality & Customer Relations Manager in Cottage Grove, MN. This role is responsible for ensuring customer satisfaction, investigating quality complaints, managing escalations across customer accounts, assisting with pricing inquiries, and acting as backup / after-hours Customer Service & Scheduling. This role combines technical quality aspects with client success management and customer service leadership. This individual will serve as the first responder to customer calls regarding quality or field issues, as well as the first point of escalation for the Customer Service department. This role plays a critical part in managing and supporting partner relationships. The goal of this position is to strengthen customer and partner relationships and align cross-functional support between Sales, Customer Service, Scheduling, Production, and Shipping. North Star Sheets truly values our employees as our greatest asset and we strive to support both you and your family at work and in life.

ESSENTIAL JOB FUNCTIONS FOR THIS POSITION

Manage quality and waste procedures, standards, and documentation systems. Internal auditing of quality and waste systems by collecting, analyzing, and summarizing information and trends. Investigate and resolve customer complaints while striving for permanent ongoing resolution Respond directly to customer calls regarding quality or field issues, coordinating with plant leadership for any necessary corrective action. Prepare and conduct quality review meetings with the management team by continuously improving quality and reliability standards. Direct and continuously improve standards for finished product and rework by devising inspection & physical testing methods, procedures, and updating quality assurance procedures as appropriate. Lead all customer audits and the respective communication and documentation to management. Provide leadership, consultation and advice to all departments on issues related to product quality. Maintain product quality by enforcing quality assurance policies and procedures. Continuous building of customer and partner relationships through on-site visits. Communicate with rollstock suppliers regarding transit damage and quality concerns, filing claims and pursuing corrective action when appropriate. Quickly and efficiently respond to internal and external requests related to order status, defects, expedites, troubleshooting, credits, pricing, delays, volume management, farm outs, order entry/scheduling related corrective actions and all customer interface portals. Coordinate with GM for management of price list changes and special pricing to ensure proper contribution and profitability via contribution calculator. Coordinate with GM to review and validate new business opportunities, confirming margin and contribution thresholds before acceptance. Act as a primary point of contact for Partners and Customers when GM is unavailable. Act as the first point of escalation for Customer Service and Scheduling Team. Provide guidance, coaching, and backup support for Customer Service and Scheduling Team when needed. Maintain strong communication with partner representatives to balance customer satisfaction with company goals. Partner with Customer Service, Scheduling, Production, and Shipping Teams to ensure seamless communication and issue resolution. Participate in crew and management meetings presenting quality and waste data and representing customer voice and partner priorities. Develop strong internal working relationships with the Production and Shipping Teams to promote efficient, timely, and accurate responses to customers' expectations. Additional duties as assigned. Ability to calculate mathematical figures such as discounts, interest, percentages, and net value. Ability to solve practical problems and deal with a variety of variables. Able to work weekends and daily hours as needed. Exemplary attendance is expected. Additional duties as assigned.

REQUIRED EDUCATION & EXPERIENCE

High School Diploma or GED; Two years of experience in purchasing and/or maintenance, or a combination of education and experience. Motor vehicle operator's license.

PREFERRED EDUCATION & EXPERIENCE

High School Diploma or GED; 3-5 years of experience in corrugated, or a combination of education and experience.

REQUIRED SKILLS & ABILITIES

Ability to use a computer. Must have clear, concise oral and written communication skills. Ability to read, analyze, and interpret technical procedures, manuals, and contracts; write routine reports and correspondence; communicate effectively with all levels of the company from Management to Customers

PHYSICAL DEMANDS

Ability to talk, hear, walk, sit at desk; frequent stooping and bending, twisting, turning, maintaining balance; occasional kneeling. Specific vision abilities include close vision, color vision, distance vision, depth perception and peripheral vision. Also requires simple grasping, pushing and pulling. Reasonable accommodation may be available. If you would like to be part of a forward-thinking team with a family feel, culture of excellence, and customer-focused reliability, we want you to be a part of our team! Our organization is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.