Quality Customer Service Lead

Build your Career with an Industry Leader

As the global leader of premium labels, MCC helps brands stand out in competitive markets and inspire positive consumer experiences. Backed by over a century of printing experience, MCC is focused on the future by developing consumer-driven innovations and sustainable packaging solutions. Working for our team, you can truly make a difference.

The Quality Customer Service Lead is responsible for collecting information, analyzing and seeking resolution in regards to customer complaints and being the point of contact for the customer.

Why work at MCC:

• Compensation: $60-$70k Annually
• Generous benefits package including medical, dental, vision, disability, life insurance and 401(k)
• Paid Holidays: New Years, Memorial Day, Fourth of July, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Eve, Christmas Day, plus two floating Holidays 

Responsibilities:

• Provide World-Class Customer Service
• Takes personal responsibility for their customers by providing accurate and timely information.
• Investigates the customer’s issues and seeks information about the real underlying needs of the customer beyond those initially expressed.
• Effectively communicates and takes swift action to consistently exceed customer expectations to insure accessibility to information and assistance in resolution of issues
• Assist in audits per applicable sampling plans, shipping, converting audits. Active involvement in data integrity, testing methodology standardize practice system and non-conformance material containment process. 
• Assist in process capability testing and routine inspection and testing of product. 
• Effective system-based communication with other Quality Department team members, and Operations. 
• Help to maintain all quality record documentation including: Internal audit records, management review meeting minutes and charts, calibration records, training records, internal non-conformance’s, customer complaints, vendor non-conformance’s, corrective action reports and meeting action items. 
• Perform product inspection audits at set intervals at each machine to ensure product being produced meets or exceeds the specified standards. 
• Perform QA laboratory testing as required for specified product lines.
• Participates in special projects and performs other duties as assigned. 
• Provide training on new quality processes and best practices

Qualifications:

• College degree strongly preferred; High School diploma or GED with equivalent experience required.
• Must be able to maintain a working pace consistent with the requirements of the job.
• Must work well in a Team environment.
• Must be assertive, hand-on and able to think creatively about the best solutions and improvement projects
• Exceptional communication skills, both verbal and written, able to deliver news and provide updates in a timely and pleasant manner
• Must have strong multi-tasking, problem solving, and time management skills
• Ability to work in an empowered team environment, including the ability to effectively communicate, share information, resolve issues, and give and receive both positive and negative feedback in a respectful and professional manner
• The QA Coordinator will own the solution to customer complaints and work to resolve them. The QA Coordinator needs to be alert to systemic issues and recommend changes to improve this. Must like to perform root cause analyses, Lean / 6 Sigma trained is a plus
• Communicate in a professional manner in English. Knowledge of the Spanish language is a plus
• Auditing experience (BRC/ISO) is a plus
• Must be able to effectively give direction, praise and criticism.
• Must be able to receive direction, praise and criticism effectively.
• Will be required to work with Customers and Suppliers effectively. Experience with Microsoft AX, SAP, or other Production and Customer Management System preferred

Other considerations:

• Wear hearing, foot, eye and/or other personal protective equipment while in a manufacturing setting
• Frequently use hands to handle or feel, and to write and type
• Occasionally required to stoop, kneel, crouch, climb / balance, and reach with hands and arms
• Frequently lift and move up to 10 pounds, occasionally lift and move up to 35 pounds
• Occasionally required to stand, walk, and sit
• Vision abilities include –
  close, distance, and peripheral vision, depth perception, ability to
  distinguish color variations, ability to adjust focus, ability to view a
  computer screen for extended periods
• Low to moderate noise environment in office areas, moderate to loud in manufacturing
• Work flexible/varying schedules and hours as needed
• Work overtime as required by workload and customer mandated deadlines
• Occasional travel to customer locations may be necessary

Diversity & Inclusion:

MCC fosters an inclusive culture that respects and embraces our teammates’ diverse backgrounds and experiences, so that everyone can achieve their full potential here. We aspire for our company to truly reflect the diversity of our customers and the markets we serve. We are committed to equal opportunity for everyone, regardless of peoples’ gender identity/expression, age, language, sexual orientation, ability, race, socioeconomic status, national origin or other characteristics.

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