We’re hiring!
Job Title: Hardwood Flooring Quality & Claims Manager
On-site in Somerset, Kentucky. Full-time position
Reports To: VP of Operations
Department: Quality
Position Overview
The Quality & Claims Manager is responsible for inspecting hardwood flooring products and installations, investigating customer and contractor claims, identifying the root cause of quality issues, and determining appropriate resolutions. This position serves as a key link between customers, installers, sales teams, manufacturing, and operations to ensure flooring products and installations meet company quality standards. The ideal candidate is NWFA certified and has strong knowledge of hardwood flooring, installation practices, construction standards, and quality-control procedures, along with excellent attention to detail and communication skills.
Key Responsibilities
•Inspect hardwood flooring products and completed installations to identify defects, installation issues, damage, or quality concerns.
•Investigate customer, contractor, dealer, and builder claims involving flooring products and installations.
•Conduct on-site inspections as needed, including residential and commercial job sites.
•Document inspection findings through detailed reports, photographs, measurements, and supporting documentation.
•Determine whether issues are related to product quality, manufacturing, installation, site conditions, maintenance, or other factors.
•Evaluate flooring against company specifications, installation guidelines, warranty requirements, and applicable industry standards.
•Identify patterns and recurring issues and communicate findings to management and appropriate internal departments.
•Work closely with Customer Service, Sales, Operations, Manufacturing, and Technical teams to resolve claims.
Qualifications
•NWFA Certified
•2+ years of experience in hardwood flooring, flooring installation, construction, quality control, claims inspection, or a related field.
•Strong knowledge of hardwood flooring products, installation methods, and common flooring failures.
•Ability to distinguish between manufacturing defects and installation-, environmental-, or maintenance-related issues.
•Experience reading installation instructions, product specifications, and technical documentation.
•Strong attention to detail and analytical problem-solving skills.
•Excellent written and verbal communication skills.
•Ability to interact professionally with customers, contractors, installers, and internal teams.
•Strong documentation and organizational skills.
•Proficiency with smartphones, tablets, email, Microsoft Office, and digital documentation systems.
•Ability to take clear photographs, measurements, and detailed field notes.
•Valid driver’s license and reliable transportation.
•Ability to travel to customer and job-site locations as required.
Interested? Email Regina.Braswell@Somersetfloors.com