Clearwater Paper Corporation Quality Associate III in Shelby, North Carolina

Responsible for managing customer-facing quality programs and systems – including customer feedback and claims systems, product information, sample orders, and outside converting quality program. Provides customer and technical support for Quality, Sales, Marketing and Technical departments.

Product Information Management

  • Manage all required customer information systems, including registration and maintenance fees, resource training, etc.

  • Manage data acquisition and entry into customer information systems to meet customer requirements – including product attributes, configurations, specifications, business systems, processes, etc.

  • Provide product information requests to Sales for bids and customer support

  • Communicate with sales, marketing, design, transportation, customer, 3rd party representatives, and others within or outside of Clearwater Paper to ensure all required customer information system data are accurate, complete, and meets customer requirements.

Customer Feedback & Claims Analysis

  • Ensure proper documentation of consumer & customer complaints in databases

  • Receive, resolve, and document consumer complaints

  • Retrieve, recieve and document customer complaints. Provide regular reports on customer feedback trends to organization

  • Work with Sales, Quality, Technical, and Manufacturing to investigate and resolve customer complaints, as needed

Sample Orders

  • Manage sample order database for customer/sales samples, first production run samples, and quality control samples.

  • Coordinate requests and correspondence with Sales, Marketing, Technical, Manufacturing, and others, entering JDE orders as needed for production run samples.

  • Delegate requests to CLW facilities or warehouses to minimize the transportation and handling costs of the sample order process.

  • Train Sales Assistants and others on procedures.

Product Evaluations

  • Maintain status as qualified technician to provide product evaluations, as needed

Contract Converting Quality

  • Ensure product quality from contract converters meets Clearwater Paper expectations

  • Work with supply chain, procurement, marketing, and others to ensure contractors have received, understood, and are capable of meeting Clearwater Paper quality needs

  • Monitor product quality and performance to ensure compliance

  • Manage containment and disposition of Non-Conforming Product

Quality Support & Improvement

  • Provide support to internal site audits (QSV), as needed

  • Work with quality team to identify, design, and implement improvements to quality systems, processes, procedures, documents, etc.

  • Provide support to improve customer experience

  • Provide support to Technical, Sales, Marketing, Manufacturing, Supply Chain, and others as needed to ensure customer expectations are understood, met, and any complaints resolved


  • High School diploma or GED required.

  • Associates Degree in Business or Science, preferred.

  • Minimum three (3) years of experience, with 5 years preferred, in an administrative, quality and/or customer service role required.

  • Lab experience, quality testing, converting knowledge are preferred.


  • Intermediate knowledge of MS Office Suite.

  • Working knowledge of JDE or similar software.

  • Knowledge of or Ability to learn customer product information software

  • Analytical, math, data management skills.

  • Good written and verbal communication skills.

  • Team oriented, good interpersonal skills

  • Self-motivated, able to plan, organize and prioritize.

  • Must have good decision making skills

Illustrative Essentials

  • General office work – sitting, typing

  • Industrial Environment – subject to extreme heat and cold.

  • Personal Protective Equipment (PPE) must be worn in the mill environment.

  • Noisy, dusty and working around moving equipment.

  • Minimal travel required, 5-10%

Req No.: 2018-3322

External Company URL:

Street: 671 Washburn Switch Rd