Quality Control & Claims Specialist

If opportunity doesn't knock, build a door here at Oregon Door Company today!

Oregon Door Company is a privately-held, architectural and commercial door manufacturer with 80+ team members. Oregon Door continues to be an industry leader by adding value to door products through advanced technology and innovative Lean Enterprise solutions..

Position Summary

The Quality & Claims Specialist is responsible for identifying, investigating, and helping resolve product quality issues throughout the manufacturing process and after products reach the customer.

This position goes beyond identifying defects. The successful candidate will work backward through manufacturing processes to determine root cause, recommend corrective actions, assist with implementing solutions, and follow up to verify that corrective actions are effective.

The position will also own the customer claims process, including investigation, documentation, communication, and determining whether concerns resulted from manufacturing, materials, transportation, installation, customer handling, or other causes.

Key Responsibilities

· Investigate manufacturing defects, nonconforming products, and customer claims to determine root cause.

· Use structured problem-solving techniques such as 5-Why analysis, root-cause analysis, and corrective/preventive action.

· Work directly with production employees, supervisors, maintenance, purchasing, engineering, sales, and management to resolve quality issues.

· Recommend practical corrective actions and assist with implementation.

· Follow up on corrective actions to verify that the problem has been effectively resolved.

· Identify recurring defects and trends and recommend process improvements to prevent recurrence.

· Inspect finished products and verify compliance with customer specifications and internal quality standards.

· Have authority to hold questionable or nonconforming product for further review before shipment.

· Own customer claim investigations from initial notification through resolution.

· Communicate professionally with customers and Sales regarding claims, findings, corrective actions, and resolution.

· Gather and evaluate photographs, production records, material information, shipping information, and other evidence associated with claims.

· Determine, based on available evidence, whether a claim resulted from manufacturing, material, transportation, installation, customer handling, or another cause.

· Maintain accurate records of claims, defects, investigations, corrective actions, and outcomes.

· Develop and improve inspection procedures, checklists, work instructions, and quality documentation.

· Provide quality training and coaching to production employees and supervisors when needed.

· Report recurring quality issues and recommended solutions to management.

Qualifications

· Manufacturing quality, process improvement, technical service, or related manufacturing experience.

· Strong troubleshooting and problem-solving ability.

· Ability to investigate a problem objectively rather than simply identify the defect.

· Experience with root-cause analysis and corrective action preferred.

· Wood products, millwork, doors, veneer, plywood, engineered wood, cabinet, or similar manufacturing experience strongly preferred.

· Strong written and verbal communication skills.

· Comfortable communicating directly with customers regarding product concerns and claims.

· Able to make fact-based decisions and professionally communicate findings, including when evidence does not support a manufacturing claim.

· Able to work independently and follow problems through to completion.

· Strong attention to detail and documentation skills.

· Working knowledge of Microsoft Office and basic data analysis.

· Lean, Six Sigma, ASQ, continuous-improvement, or similar training is a plus but not required.

Job Type: Full-time

Pay: From $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Work Location: In person