Quality Assurance Customer Service Manager

Founded over 35 years ago, First Quality is a family-owned company that has grown from a small business in McElhattan, Pennsylvania into a group of companies, employing over 5,000 team members, while maintaining our family values and entrepreneurial spirit. With corporate offices in New York and Pennsylvania and 8 manufacturing campuses across the U.S. and Canada, the companies within the First Quality group produce high-quality personal care and household products for large retailers and healthcare organizations. Our personal care and household product portfolio includes baby diapers, wipes, feminine pads, paper towels, bath tissue, adult incontinence products, laundry detergents, fabric finishers, and dishwash solutions. In addition, we manufacture certain raw materials and components used in the manufacturing of these products, including flexible print and packaging solutions.

Guided by our values of humility, unity, and integrity, we leverage advanced technology and innovation to drive growth and create new opportunities. At First Quality, you’ll find a collaborative environment focused on continuous learning, professional development, and our mission to Make Things Better®.

We are seeking a Quality Assurance Customer Service Manager for our First Quality Products Company, working remotely. This position will be responsible for providing technical expertise and support for customer, potential customers, industry contacts and First Quality Sales, Marketing/Clinician and Customer Service team members.  Acts as liaison between Sales/Marketing, Operations and Quality for, continuous improvement, customer feedback and resolution of customer concerns. Must have the ability to travel roughly 40% of time to all First Quality Absorbent Hygiene companies.

Primary responsibilities include:

• 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.

The ideal candidate should possess the following:

• 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

What We Offer You

We believe that by continuously improving the quality of our benefits, we can help to raise the quality of life for our team members and their families. At First Quality you will receive:

• Competitive base salary and bonus opportunities
• Paid time off (three-week minimum)
• Medical, dental and vision starting day one
• 401(k) with employer match
• Paid parental leave
• Child and family care assistance (dependent care FSA with employer match up to $2500)
• Bundle of joy benefit (year's worth of free diapers to all team members with a new baby)
• Tuition assistance
• Wellness program with savings of up to $4,000 per year on insurance premiums
• ...and more!