Quality Tech - Customer Advocate

QUALITY TECH - CUSTOMER ADVOCATE

Position Summary:

The Quality Tech - Customer Advocate will be assigned to key customer accounts to achieve total customer satisfaction with product quality and response time.  Identify and track all replacement orders for assigned customers from the very first NCR (No Charge Replacement) through full order completion. Conduct replacement inspections and audits during manufacturing processes to ensure that products comply with quality standards. Assist in problem solving, data analysis, and meeting the needs of both internal and external customers.

Responsibilities:

• Utilize available data systems to identify all NCR orders and investigate order history for assigned dealers and customers.
• Engage Customer Service, Sales, and Dealer resources to document a detailed description of NCR issues, customer expectations, lead-time requirements, etc.
• Notify Customer Service and Sales with a recovery plan when items have been backordered. 
• Develop a Quality Plan for each NCR and alert Quality Manager at defined points and replacement criteria to escalate NCR sign off level.
• Identify and track all pieces on NCR orders through all manufacturing processes.
• Inspect and document results as required by Quality plan, including but limited to squareness, length and width, sanding quality, color, Xrite, fit, form, finish, packaging, etc.
• Knowledge of standard and special packaging practices and ability to perform such packaging steps as needed.
• Ability to relentlessly follow up orders until quality criteria is met and the product is shipped.
• Proactively follow-up on all NCR shipments to provide closure and ensure all expectations have been met.
• Provide Field Feedback analysis and responses for assigned customers and dealers.
• Inspect the quality of raw materials, in-process materials, and finished goods to ensure they meet necessary specifications.
• Evaluate procedures and processes to ensure quality controls are done according to standard.
• Document and report on quality audits, results, and key metrics to drive continuous improvement activities.
• Ensure measurement equipment and quality standards are calibrated or validated and used properly.
• Provide training, coaching, and support to operations employees as needed on quality related subjects.
• Facilitate quality improvements through investigation, root cause, and corrective action.
• Create Quality Alerts, Control Plans.

The Quality Tech Specialist - Customer Advocate reports to the Quality Manager.

Skills and Abilities

The ideal Quality Tech Specialist will have knowledge of and proficiency in the following areas:

• Exceptional communication skills to get order details on all replacement orders; ability to communicate with customer service and/or sales representatives.
• Identification of Wood Species.
• Ability to differentiate color hues and use the spectrometer.
• Attention to detail.
• Use of tape measure and hand tools such as micrometers, calipers, feeler gauges, depth gauges, go/no-go gauges.
• Proficient with Excel and use of pivot tables as well as other MS software; Word, Powerpoint, etc. Skilled in taking pictures and integrating them into Excel or Powerpoint.
• Motivated and Self-directed.
• Above average attendance; able to work overtime and split shift when needed.
• Must be a team player with strong interpersonal skills.
• Must have the ability to actively lead and participate in problem solving.

For nearly 70 years, MasterBrand has been shaping the places where people come together, enriching lives and creating meaningful memories for our customers. That, combined with our stylish products, expansive dealer and retail network, and dedicated associates, has helped make us the number one North American residential cabinet business. Our unique culture of continuous improvement is based on trusting the tools, empowering the team and moving forward, and is kept alive by our more than 14,000 associates across 20 plus manufacturing facility and offices. Visit www.masterbrand.com to learn more and join us in building great experiences together!

MasterBrand Cabinets LLC is an equal opportunity employer. MasterBrand Cabinets LLC's policy is not to discriminate against any applicant or employee based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, military status, sexual orientation, genetic history or information, or any other basis protected by federal, state or local laws. MasterBrand Cabinets LLC also prohibits harassment of applicants or employees based on any of these protected categories. It is also MasterBrand Cabinets LLC's policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.

MasterBrand Cabinets LLC is committed to working with and providing reasonable accommodations to individuals with disabilities. If you have a disability and wish to discuss potential accommodations related to applying for employment, please contact us at [email protected].

*Actual pay will vary based on qualifications and other factors