Live Oak Plant Corporate Quality Assurance Coordinator

Position Summary

The Corporate Quality Assurance Coordinator is responsible for investigating, documenting, and resolving customer claims while delivering exceptional customer service and supporting continuous improvement initiatives. This role works closely with customers, sales representatives, manufacturing, logistics, customer service, and other cross-functional teams to identify root causes, determine appropriate resolutions, and ensure claims are handled accurately and efficiently. The work schedule is Monday - Friday, 8:00 am - 5:00 pm.

The ideal candidate is highly organized, customer-focused, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.

Key Responsibilities

• Receive, document, and manage customer claims and inquiries from customers, sales representatives, and internal teams.
• Investigate claim concerns through SAP research, supporting documentation, photos, samples, and customer communications.
• Maintain accurate claim records, activities, attachments, and follow-up actions.
• Communicate professionally with customers, sales representatives, and internal departments regarding claim status and resolution.
• Coordinate claim-related activities including inspections, sample requests, returns, replacement orders, credits, and other resolution activities.
• Determine root cause and appropriate claim path while following established procedures and quality standards.
• Collaborate with cross-functional teams to resolve customer concerns and help prevent repeated issues.
• Support customer satisfaction by providing timely responses and maintaining ownership of assigned claims from receipt through closure.
• Assist with special projects, reporting, training initiatives, and continuous improvement activities as assigned.

Qualifications

Required

• High School Diploma or equivalent.
• Strong written and verbal communication skills.
• Excellent organizational and problem-solving abilities
• Strong computer skills, including Microsoft Office applications.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Ability to work independently and as part of a team.
• Professional customer service and phone skills.
• Ability to handle and evaluate carpet samples, including touching and manipulating materials to assess quality, color, texture, and other product characteristics.

Preferred

• Experience with SAP or other enterprise systems.
• Prior experience in customer service, claims management, quality assurance, logistics, or manufacturing support.
• Bilingual (English/Spanish) speaking ability.

Key Competencies

• Customer Focus
• Attention to Detail
• Critical Thinking and Analysis
• Professional Communication
• Initiative and Self-Motivation
• Time Management and Prioritization
• Teamwork and Collaboration
• Adaptability and Continuous Learning

Why Join Our Team?

Quality Assurance plays a critical role in protecting customer relationships, supporting business success, and improving processes across the organization. This position offers the opportunity to work with a variety of products, departments, and customers while developing expertise in claims management, problem solving, customer communication, and process improvement.