Quality and Customer Service Manager

Job Description

Job Description

Quality & Customer Service Manager

Work Location: Tehachapi, CA

CEMENT EXPERIENCE REQUIRED.

Role Summary:

Leads the Quality and Customer Service functions at the Tehachapi Cement Plant, ensuring the consistent delivery of high-quality products that meet applicable industry standards and customer requirements.

Provides leadership across quality management, laboratory operations, customer service, technical support, and continuous improvement initiatives. Collaborates with Production, Shipping, and cross-functional teams to ensure reliable product supply, operational excellence, and sustained customer satisfaction.

Purpose:

Ensure the consistent delivery of high-quality cementitious products by leading Quality Assurance and Quality Control processes while partnering with Operations, Sales, Logistics, and Technical teams to meet customer expectations, enhance product performance, and support overall business objectives.

Key Accountabilities:

• Lead the quality and shipping teams to ensure safe, efficient, and customer-focused operations while maintaining service excellence and alignment with MSHA requirements and company safety standards.
• Develop and maintain the plant's Quality Management System (QMS) to ensure compliance with market standards and applicable industry regulations.
• Apply knowledge of MSHA regulations and cement industry safety practices to promote safe work execution, risk awareness, and compliance within quality, laboratory, and shipping activities.
• Oversee laboratory testing, sampling, and quality control processes for raw materials, intermediate products, clinker, cement, and finish products.
• Monitor products quality trends and implement corrective and preventive actions to improve consistency and performance.
• Partner with Operations and Process teams to optimize product quality and manufacturing performance.
• Lead customer complaint investigations, root cause analysis, and corrective action implementation.
• Provide technical support to internal and external customers regarding product performance and application.
• Ensure compliance with ASTM, AASHTO, API, and other applicable industry standards and specifications.
• Develop, monitor, and analyze quality and customer service KPIs to measure performance.
• Prepare quality reports, technical documentation, and management presentations.
• Lead the development and management of the laboratory budget, identifying annual investment needs for equipment, maintenance, calibration, and technology improvements to sustain a high-performing laboratory operation.
• Support new product development, product qualification, and customer trials as needed.
• Build strong relationships with Sales, Logistics, Operations, Engineering, and customers to ensure seamless service.
• Lead continuous improvement initiatives focused on quality, efficiency, and customer satisfaction.
• Recruit, develop, coach, and evaluate Quality, Shipping and Customer Service personnel.
• Reinforce UNA Culture values while fostering accountability, collaboration, and operational excellence.

Success Profile:

The ideal candidate is an analytical and customer-focused leader with strong technical expertise, communication skills, and the ability to build effective relationships across the organization. They are comfortable collaborating with Operations, Field, Laboratory, and customer-facing teams to solve problems, improve product quality, and strengthen long-term customer partnerships.

Experience & Education:

• Bachelor’s degree in Chemical Engineering, Materials Engineering, Civil Engineering, Chemistry, or related technical field required.
• 7–10 years of progressive experience in quality assurance, quality control, technical services, or cement manufacturing.
• Minimum of 3 years of leadership experience managing technical or laboratory teams.
• Experience within cement, concrete, aggregates, mining, construction materials, or heavy manufacturing strongly preferred.
• Working knowledge of ASTM, AASHTO, API, and applicable cement industry standards.
• Experience leading customer complaint investigations and root cause analysis.
• Experience working with Quality Management Systems (ISO 9001 experience preferred).
• Experience managing laboratory operations and quality testing equipment.
• SAP experience preferred.
• Advanced Microsoft Excel and Microsoft Office proficiency required.

Knowledge, Skills & Abilities:

• Strong technical understanding of cement manufacturing processes.
• Excellent leadership and employee development skills.
• Strong analytical and problem-solving abilities.
• Ability to interpret laboratory data and manufacturing trends.
• Excellent verbal and written communication skills.
• Customer-focused mindset with strong relationship management abilities.
• Experience with Lean Manufacturing and Continuous Improvement methodologies preferred.
• Ability to manage multiple priorities in a fast-paced manufacturing environment.
• Strong organizational and project management skills.
• Ability to present technical information to both technical and non-technical audiences.