Coordinator III-MI Quality & Claims

At Manchester Industries, a Clearwater Paper Company, we provide unparalleled service and the best solutions in Paperboard Sales, Sheeting, and Distribution. Since 1978 we have helped our customers meet the daily demands of the commercial printing, publishing, point of purchase display, specialty packaging, and folding carton industries.

Through innovation and continual improvement in precision converting technology, we provide prime paperboard grades from leading mills to paper merchants and packaging companies. With vast inventories at Manchester's 5 strategic locations: Virginia, Pennsylvania, Indiana, Michigan, and Texas, we maintain 14 precision sheeters, 9 guillotine trimmers, 4 carton packing lines, and 2 slitter rewinders within 450,000 combined square feet of manufacturing and warehousing space. The goal of Manchester Industries is to provide an exceptional service platform with our staff of committed employees. Through working with customers and suppliers together, we are able to find profitable and proficient solutions in this ever-changing marketplace.

What you will do:

Quality Control & Quality Assurance

• Work with quality/supply chain team to identify, design, and implement improvements to quality and claims systems, processes, procedures, documents, etc.
• Provide support to Technical, Sales, Marketing, Manufacturing, Supply Chain, and others as needed to ensure customer expectations are understood, met, and any complaints resolved.
• Proactively working with vendors/suppliers in the management of materials and products to prevent rejected material.
• Interact and communicates with suppliers and production crews to give and receive quality-related feedback.
• May provide training for supervisors, operators and others on quality requirements and procedures to ensure the use of good practices.
• Coordinate and participate in monthly Quality Conference calls for the site.
• Conduct annual reviews of quality checks and measures.

Customer Feedback & Claims Analysis

• Work with Sales, Quality, Technical, and Manufacturing to investigate and resolve customer complaints.
• Ensure effective data tracking systems to enable quality reporting.
• Provide regular reports and conducts regular reviews of customer feedback trends to Quality and Supply Chain Manager, Operations Managers and business leaders..
• Use proven data collection and analysis techniques to correlate data, make recommendations for corrective and/or preventative actions and plans, driving to resolution of issues and continuous improvement in area of responsibility.
• Administer reporting systems, including weekly and monthly quality reports.
• Coordinates and may lead customer visits, audits, surveys.

Claims Management

• Responsible for initial customer complaint resolution; recognize when to escalate as appropriate
  
  
  
  • Receive, document, and resolve consumer complaints; escalate as appropriate
  
  
  
  
• Oversee the processing of claims dispositions to include credits, debits, accruals, reporting of claims information and processing Return Material Authorizations (RMAs).
• Develop and prepare KPI reports, maintain dashboards and reporting. mechanisms, ensuring accuracy and timely reporting of claims activity, costs and other performance key metrics.

Inventory Control

• Investigate and resolve non-conforming product incidents, customer feedback and complaints, providing corrective action reports, as needed.
  
  
  
  • Move material from reject handling and work with the plants and management to get timely responses to adjust inventory accordingly.
  • Manage movement of items to auxillary warehouses when appropriate.
  • Process and monitor discrepant materials database which may include Internal damage reports, customer complaints, scrap and return items.
  
  
  
  
• Review aged inventory for recommendations in maximizing its use and sale.
  
  
  
  • Assists in coordinating the movement of inventories for consumption.
  
  
  
  
• Responsible for keeping the PaperSoft inventory information current as it related to discrepant materials and claims.
• Maintain current information regarding mill and product specifications.
• May assist in the coordination of monthly cycle counts.
• Performs back-up responsibilities quality and inventory roles within the department.

Key Competencies & Attributes

• Excellent listener who can work through conflict. Truly enjoys working with a variety of people and personalities
• Confidence in dealing with ambiguity; bringing different perspectives to light and rallying others to aligned goals and objectives
• Identifies barriers that impact customer service and retention; communicates concerns and recommendations to others.
• Uses understanding of customer needs and the organization's customer service practices to set priorities, make decisions, and take actions that create customer satisfaction and prevent service issues from occurring.
• Creates relevant options for addressing problems and opportunities that will achieve desired outcomes and makes recommendations for implementation.
• High degree of business curiosity; quick learner with a proactive and agile mindset
• Strong verbal and written communication skills and ability to effectively communicate with all levels of employees.
• Able to think strategically and act tactically; hands on.

What you will need:

• Bachelor's degree in business administration, logistics, supply chain or other related discipline, preferred. An Associate degree or technical certification in similar related fields may be considered in lieu of bachelor's with significant relevant work experience.
• Minimum five (5) years of experience in a purchasing, quality or inventory control role(s) preferred.
• Manufacturing experience preferred.
• Understanding of papermaking/converting process preferred.
• Preferred - 2+ years of prior working experience with the following sheeting/cutting technologies:
  
  
  
  • Jagenberg, Synchro
  • Marquip, Sheet Runner
  • Syebold, Guillotine or Ream Cutter
  
  
  
  
• Experience performing internal audits is preferred.
• Strong detail-orientation required, with high degrees of accuracy
• Working knowledge of computers including Microsoft Office products - Intermediate Excel skills strongly desired
• Strong collaborative leadership skills.
• Strong organizational, communication skills written and oral
• Able to manage data for analysis and reporting. Understanding of root cause analysis tools (5 Why's, etc.).
• Positive attitude
• Self-starter: Ability to drive things to closure.
• Ability to speak and understand English
• Some mental, visual, physical fatigue from computer terminal use.
• Ability to sit for most of an 8-hour shift
• Occasional extra hours to meet work demands
• Lifting of < 10 lbs, frequent bending, occasional climbing of stairs, frequently walks on uneven flooring, prolonged sitting >4 hrs.
• Personal Protective Equipment (PPE) must be worn in the production/warehouse environments.
• Noisy, dusty, and working around moving equipment while in the production/warehouse environments.
• Occasional travel may be required 10-15%

Total Reward Details:
We're committed to providing an exceptional workplace experience, including a comprehensive total reward package. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's job-related knowledge, skills, education, and experience among other factors. Benefits are generally available after 30 days and include medical, dental, vision, life, disability coverage, employee assistance program, and 401k plan. Paid time off will include vacation days, personal days, and company holidays.

#Manchester #LI-Remote

Clearwater Paper does not offer sponsorship for employment-based visa status (including, but not limited to, H-1B visa status and other employment-based nonimmigrant visas) for this position. Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and must not require Clearwater Paper's sponsorship to continue to work legally in the United States.