Quality Assurance Customer Service Manager

First Quality is a family-owned company that produces high-quality personal care and household products. They are seeking a Quality Assurance Customer Service Manager to provide technical expertise and support for customers and internal teams, acting as a liaison to ensure continuous improvement and resolution of customer concerns.

Responsibilities:

• Educate customers, industry professionals/colleagues, and First Quality team members on product Quality
• Deliver Quality presentations to customers, potential customers, industry contacts and First Quality team members
• Serve as liaison between Sales/Marketing and Operations (Quality Assurance/Production)
• Respond promptly to customer concerns and solicit customer feedback for continuous improvement
• Identify and resolve problems in a timely manner by partnering with appropriate internal departments
• Support activities that maintain or grow First Quality’s position in the marketplace
• Maintain direct contact with key customers, as assigned
• Provide educational outreach to potential customers as coordinated with Sales & Marketing
• Demonstrate a thorough understanding of the quality system within the manufacturing organization and utilize this knowledge in customer interactions
• Manage Quality portions of all customer portals answering any questionnaires and uploading data into the system
• Maintain the GMP audits for all AbHy sites and report the final information to the customer
• Manage all new product inspections as sites and coordinate with the quality departments the timing of inspections
• Additional duties as required

Requirements:

• Bachelors' degree or equivalent work experience is required
• Minimum 5 years' experience
• Experience in absorbent hygiene product category
• Experience in manufacturing, sales and quality
• Outstanding verbal and written communication skills
• Ability to perform root cause analysis
• Ability to analyze data for trends and tracking
• Excellent presentation skills