Head of Customer Support & Quality Assurance

Sappi North America Sappi Cloquet, established in 1898, produces high-quality graphic papers used in premium magazines, catalogs, books, direct mail and high-end print advertising for the fashion, automotive and travel industries, as well as speciality papers. Cloquet manufactures Verve, a dissolving pulp used for the textile and home goods markets. Energy saving and clean water initiatives at Cloquet have won environmental recognition, aligning with the mill's commitment to sustainability.

We are seeking a detail‑oriented and highly skilled individual to join our team as a Quality Assurance Coordinator. This role is responsible for performing paper testing, evaluating results, supporting customer‑focused initiatives, and ensuring product quality in alignment with ISO standards. The ideal candidate will have strong technical skills, deep knowledge of the paper‑making process, and the ability to troubleshoot quality and equipment issues with accuracy and efficiency.

Strong computer skills with proficiency in SAP, Proficy, MICS, Word, Excel, and PowerPoint.

Ability to learn and operate multiple pieces of test equipment, including the Vandercook printing press.

Excellent record‑keeping and organizational skills.

Strong verbal and written communication abilities.

Ability to identify and assess off‑quality paper.

Capability to troubleshoot both instrument malfunctions and paper quality issues.

Perform paper testing, analyze results, and develop responses to customer complaints.

Assist Customer Technical Services (CTS) Group in addressing customer requests and delivering technical support.

Support the resolution of paper quality concerns and manufacturing variability.

Calibrate and perform preventative maintenance on testing equipment.

Maintain calibration records and documentation in accordance with ISO requirements.

Coordinate re‑certification and maintenance of test equipment with external vendors.

Develop, revise, and maintain ISO manuals and related documentation.

Record, evaluate, and report off‑quality paper findings.

Develop and conduct training on testing equipment, procedures, and quality requirements.

Support ISO certification processes by working closely with Environmentqa, Safety and Quality departments to ensure compliance and readiness.

Vacation support to Quality Manager duties.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Sappi isa leading global provider of everyday materials made from woodfibre-based renewable resources.