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C. A. R. E. Specialist


Meridian Plant

Job Type

Full time

Required Travel


Primary Responsibilities

  • The Customer C.A.R.E. Specialist will serve as a liaison and advocate for our Customers. Investigates production quality by performing tests as required.
  • Responsible for monitoring and reporting on our Product Quality and Customer Satisfaction.
  • Coordinate all data collection efforts between departments
  • Responsible for reporting scores, data analysis and feedback to managements in order to drive continuous improvement.
  • Communicates to hourly and salary on program results at a determined frequency.
  • Performs audits on all areas of plant activity and in the field (distributors, dealers, contractors and homeowners) which affect Customer Satisfaction.
  • Continue to educate employees on servicing “internal customers” in an effort to change the customer and quality culture at plant level.
  • Provide quality training to hourly personnel.
  • Assist plants with culture change issues that arise and develop programs to enhance communication and awareness.
  • Create a good working relationship with the local sales force in order to understand the market and customers we serve.
  • Visit customers on a determined frequency.
  • Understand the roofing line processes and the quality standards that the finished product must meet internally as well as at external testing.
  • Work with the Quality Manager and Operations Manager to incorporate the customer viewpoint into the existing quality plan.
  • Work with production to provide training on quality topics.
  • Review and perform claims to understand customer complaints caused by poor quality.
  • Travel on claims as a liaison to the customer and assess their experience. Provide support to the quality team on claims visits.
  • Use process knowledge in coalition with the daily program score to investigate and lead process improvement projects.
  • Participate and conduct warehouse audits as well as competitive audits.
  • Assist in auditing various plant’s Customer CARE Scores on a determined frequency.


  • 5 to 7 years experience in a production environment with a concentration in quality control and data analysis will be considered.

Knowledge, Skills & Abilities

  • Able to manage, coordinate, and track various projects affecting operations and/or quality, and report project status and results.
  • Self-motivated with little over sight necessary.
  • High Energy:Able to present program message positively to all levels of employees and be a force for culture change at the plant level.
  • Able to communicate verbally as well as in writing with the hourly work force, all levels of management, the sales force as well as our customers.
  • Analytical with strong attention to detail.Computer experience with Microsoft Word, Excel, and PowerPoint.
  • Excellent time management
  • Computer skills required in Excel, Word, People Soft and other programs exclusive to Quality Assurance.
  • Mathematical skills with an emphasis on statistical processes.
  • Communication skills to effectively converse with Production.
  • Knowledge of the Manufacturing process.

Education, Licenses & Certification

  • Associate’s Degree
  • Bachelor’s Degree (preferred)

Additional Information

  • Normal work schedule is 8:00 a.m. to 5:00 p.m.; however this schedule could be modified based on operations, and overtime may be necessary.
  • Periodic travel up to 25%.
  • Must have valid Driver’s License

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