Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Champion customer advocacy by transforming customer feedback into actionable opportunities and driving satisfaction through data-driven analysis for corrective measures and improvement initiatives. Responsible for championing the Integrated Business Management System (IBMS), maintaining ISO certifications, providing training, and developing procedures. Lead and conduct audits, maintain statistical tools for continuous improvement, and act as a change agent for quality projects. Apply project management and technical expertise to deliver Validation program goals, interacting with customers to meet their expectations.

Responsibilities

Manage the customer complaint program, including return and credit authorizations.
Lead teams to identify root causes of complaints and implement corrective actions.
Communicate complaint status and resolution back to customers in a timely manner.
Monitor and report complaint and quality data trends for dashboards and reviews.
Execute formal Complaint Performance Reviews.
Provide backup for Quality Supervisors and Quality Technicians.
Travel to work with customers, understand concerns, and resolve issues.
Drive continuous improvement using lean six sigma and quality tools.
Recommend capital projects to improve safety, productivity, and quality.
Write and improve manuals, standards, and procedures.
Utilize statistical software and techniques for data analysis (e.g., Cpk, Ppk, SPC, DOE).
Oversee the implementation of the IBMS and applicable certifications.
Maintain business procedures and determine future procedural needs.
Organize and manage the internal audit and corrective action systems.
Host external audits and conduct internal audits.
Assist in training other auditors.
Collect and analyze quality data and report on KPIs.
Act as project leader for quality and continuous improvement activities.
Promote the use of improvement tools like Six-Sigma, Error Proofing, and Measurement System Analysis.
Perform statistical analysis using Excel, JMP, Minitab, or other tools.
Serve as the next level for complaint resolution, identifying root causes and driving proactive mitigation projects.
Manage the scope, schedule, and reporting of Validation program activities.
Write and execute IQ/OQ/PQ validation protocols and manage deviations.
Manage the change control, calibration, and gage R&R processes.
Provide hands-on support to manufacturing for problem-solving and process improvements.
Participate in process failure investigations.
Maintain knowledge of validation requirements and instruct others.
Support risk analysis activities, including FMEA.
Facilitate team meetings for process and product analysis, risk assessments, and decision-making.
Assist in internal and third-party audits.

Requirements

Ability to read, analyze, and interpret technical journals, financial reports, and legal documents.
Ability to respond to inquiries or complaints from customers, regulatory agencies, or the business community.
Ability to write speeches and articles for publication.
Ability to effectively present information to management, public groups, and boards of directors.
Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations.
Ability to apply mathematical operations to frequency distribution, test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.
Ability to apply advanced mathematical concepts.
Ability to utilize descriptive statistics to analyze data and support process control and capability analysis.
Ability to create and interpret control charts, histograms, Pareto charts, and scatter diagrams.
Ability to develop statistically appropriate sampling plans.
Ability to use and learn statistical analysis software.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret extensive technical instructions and deal with abstract and concrete variables.
Regularly required to sit.
Frequently required to talk or hear.
Occasionally required to walk.
Frequently required to stand, use hands to finger, handle or feel objects, tools or controls.
Occasionally required to sit, reach with hands and arms, stand, walk, stoop, kneel, crouch or crawl and climb or balance.
Regularly required to hear.
May require manual lifting not to exceed 50 lbs.
Specific vision abilities required include close vision, distance vision, color vision, and the ability to adjust focus.
Must be able to taste/smell.

Skills

Customer advocacy
Data-driven analysis
Integrated Business Management System (IBMS)
ISO 9001, 14001, FSSC certification maintenance
Training development
Procedure and process writing
Internal and external auditing
Statistical tools for quality improvement
Lean Six Sigma
Seven basic quality tools
Problem-solving
Project management
Technical expertise
Process Capability (Cpk, Ppk)
Statistical Process Control (SPC)
Design of Experiments (DOE)
Excel
JMP
Minitab
Error Proofing
Measurement System Analysis
Risk analysis
FMEA

Location

Rochester, NY

Work Type

Full-time

Experience Level

Two years related experience and/or training

Education Level

Bachelor's degree (B. A.) from four-year college or university
Bachelor's degree in science, mathematics, or engineering from four-year college or university

Benefits

Competitive salaries
Excellent benefits
401(k) plans
Tuition reimbursement programs

About the Company

American Packaging Corporation (APC) is the leading flexible packaging converter in North America with over a century of success.
APC nurtures employees while advancing diversity and inclusion.
Named a 'Best of the Best' in the Best workplaces in the America’s awards for 12 years in a row.
Constantly seeking to improve internal operations.

Equal Opportunity

American Packaging Corporation is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic.
American Packaging Corporation will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business.
EOE/AA Disability/Veteran.
If you are interested in applying for an employment opportunity and need special assistance or an accommodation to apply for a posted position, please contact our Human Resources department at: talentacquisition@americanpackaging.com.