Quality Control Director - National Accounts (Coeur d'Alene) at Idaho Forest Group in Coeur d Alene, Idaho

Job Description:

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 communication and interpersonal skills.


• Strong problem-solving abilities and attention to detail.


• Proficiency in using quality control and customer relationship management (CRM) software.


• Ability to work independently and as part of a team.


• Strong organizational and time-management skills.


• Valid Driver’s License


• Ability to pass a drug test, post-offer preemployment physical, and background check
  
  

PREFERRED QUALIFICATIONS

• Direct lumber industry experience is desired.

PHYSICAL DEMANDS

Ability to sit and/or stand for shift, reach with hands and arms, stoop, squat, bend at the waist, kneel, walk varying distance, and climb stairs.

• Bend at waist – occasional


• Twist upper body – occasional


• Stoop - occasional


• Repetitive use of hands – frequent for clerical duties


• Stand/walk – occasional


• Sit – frequent


• Vision – near and far correctable; depth perception


• Hearing – preferred for awareness of surrounding machinery, mobile equipment, emergencies

WORK ENVIRONMENT

This position may require regular travel to customer sites and occasional overnight stays.

The role involves working in both office and mill environments, with adherence to safety protocols.

Must be able to tolerate all weather elements, loud conditions, airborne particles (sawdust).

Idaho Forest Group is an Equal Opportunity Employer and prohibits discrimination against qualified individuals on the basis of race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, family medical history, or any other status protected by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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