Quality Control Director - National Accounts (Coeur d'Alene)

POSITION SUMMARY

The Quality Control Director – National Accounts position is responsible for ensuring that our products meet the highest standards of quality and that our national accounts receive exceptional customer service.

This role requires a strong background in quality control and customer service within the lumber industry, with a commitment to maintaining and improving our standards and relationships.       
 

KEY RESPONSIBILITIES

Responsibilities include but are not limited to the following:
1.

Quality Control:
+ Conduct regular inspections of lumber products to ensure they meet specified quality standards.
+ Document and report any defects or non-conformities found during inspections.
+ Collaborate with production teams to address quality issues and implement corrective actions.
+ Maintain detailed records of quality control checks and processes.
+ Develop and update quality control procedures and protocols as needed.
+ Stay updated on customer standards and specifications to ensure compliance.
2.

Customer Service:
+ Serve as the quality control contact for national accounts, addressing inquiries and resolving issues promptly and professionally.
+ Provide detailed product information and technical support to customers and mills.
+ Handle customer complaints and returns, ensuring swift and satisfactory resolution.
+ Build and maintain strong relationships with key accounts to ensure long-term satisfaction and loyalty.
+ Collect and analyze customer feedback to identify areas for improvement in products and services.
3.

Collaboration and Communication:
+ Work closely with the sales, production, and logistics teams to ensure standardized consistency and customer satisfaction.
+ Communicate effectively with internal and external stakeholders to align quality and service goals.
+ Participate in regular meetings to discuss quality control and customer service performance, providing insights and recommendations.
4.

Reporting and Documentation:
+ Prepare regular reports on quality control findings, customer service activities, and key performance indicators (KPIs).
+ Maintain accurate and up-to-date records of customer interactions and quality control activities.
+ Promote the Company’s Mission and Values, including an accountable, innovative, and results-oriented culture that promotes customer service, openness, teamwork, mutual trust, and respect.
+ Other duties as assigned.

REQUIRED QUALIFICATIONS


* Bachelor's degree in a related field.

In lieu of degree, a minimum of 5 years of relevant industry experience is required.


* Proven experience in quality control and customer service, preferably in the lumber industry.


* Strong understanding of lumber production processes and quality standards.


* Excellent communi...