Northern Contours Offers a Full Benefit Package Including:

• Generous Referral Incentive
• Competitive hourly wage
• Health, Dental, Vision, Disability, Life Insurance, and many more
• Paid Time Off
• 8 paid holidays
• Immediate 401(k) match

As Customer Care Remake Coordinator, you will be a liaison between Customers and Northern Contours Senior Management. The Remake Coordinator is a key cross-functional role responsible for managing all aspects of product remake requests across our five manufacturing locations. This individual serves as the central point of contact for incoming quality concerns, ensuring each is reviewed, documented, and resolved in a timely and customer-focused manner. By working closely with internal teams—from Quality, Operations, and Plant Leadership to Inside Sales, Outside Sales, and Customer Care—the Remake Coordinator helps create a smooth, effective process that protects the customer experience while driving continuous improvement.

Key Responsibilities

• Evaluate & Process Remakes: Receive and review remake requests for accuracy, eligibility, and urgency. Determine next steps and coordinate with appropriate teams.
• Cross-Functional Collaboration: Partner with Quality, Operations, Plant Leadership, Inside Sales, Outside Sales, and Customer Care to investigate issues, identify solutions, and drive timely resolutions.
• Customer Communication: Serve as the liaison with customers to gather information, clarify issues, and communicate outcomes or next steps.
• Documentation & Data Integrity: Accurately log all remake requests in the appropriate system, maintaining photos, notes, resolutions, and root causes.
• Trend Reporting & Improvement: Track and report remake trends and recurring issues. Provide data-driven insights to help guide improvement initiatives and reduce remake volume.
• Advocacy & Experience: Represent the voice of the customer internally while balancing operational constraints. Support a seamless and empathetic customer journey from start to resolution.
• Process Development: Help identify and refine best practices for remake handling. Contribute to improving SOPs and communication protocols.

Qualifications

• 2+ years of experience in customer service, operations, quality, or production coordination—preferably in a manufacturing environment.
• Excellent interpersonal and communication skills across multiple levels of the organization.
• Strong problem-solving and critical thinking skills.
• High attention to detail and follow-through.
• Proficient in Microsoft Office Suite; experience with ERP/CRM platforms preferred.
• Ability to manage multiple tasks and prioritize in a fast-paced setting.
• Working knowledge of cabinet door or component manufacturing is a plus.

Success Profile

• Builds strong working relationships across departments.
• Remains calm under pressure and handles tough conversations professionally.
• Combines customer empathy with business understanding.
• Acts with urgency, ownership, and accountability.
• Continuously seeks opportunities to improve the remake process and reduce future occurrences.

WORKING ENVIRONMENT:

• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
• Requires working indoors in environmentally controlled conditions.
• Requires sitting for long periods of time.
• At times requires wearing common protective or safety equipment.
• At times includes exposure to sounds and noise levels that are distracting.

COMPENSATION: Hourly/non-exempt starting at $19.00-$22.00 per hour. Individual compensation based on applicant's experience, background and qualifications.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.