Would you like to join a global, growing company that innovates for a more sustainable tomorrow? UPM could be the team for you. We are frontrunners in developing renewable alternatives to fossil-based materials. Besides enabling both businesses and consumers make more sustainable choices, we strive to create a positive UPM experience for all our employees around the world. We live by our values - trust and be trusted, achieve together, renew with courage. Join us in creating a future beyond fossils!

You will shape the future vision of our Customer Service Team in the Americas. This role acts as a liaison between UPM Raflatac and our customers, coordinating with sales, fulfillment, claims, operations, and product development teams. The Manager will monitor digital evolutions, refine operational quality, improve group effectiveness, and support professional development to ensure supreme customer pleasure. As part of the Americas Fulfillment Leadership Team, this role ensures the Order-to-Delivery promise, meets business goals, and supports company growth. Additionally, the Manager will work closely with our LATAM Customer Service and Americas Order Entry teams.

Greetings from your future manager

We are eagerly anticipating the addition of a spirited leader keen on optimizing customer relationships and advancing our team's goals! This is an incredible opportunity for someone who wants to join a team of professionals committed to making significant improvements in service, performance, quality, and innovation. If you are ready to make a meaningful impact, we invite you to join our team!- Alejandro Ramírez Campaña, Director Fulfillment, Americas Region

What you will do

• Manage day-to-day operations, including service level monitoring, task allocation, and completion
• Enhance customer relationships and increase sales effectiveness. Improve the customer experience to exceed expectations
• Ensure high standards in all customer service activities. Coordinate daily processes with sales, production, shipping, and other support teams to meet customer needs effectively
• Provide strategy and direction to the customer service team, establishing clear expectations for order management and communication
• Drive ownership and accountability within the team, aligning activities with best practice guidelines
• Identify methods to hold the team accountable to KPIs and deliver timely feedback on exceptions
• Coordinate daily processes with sales, production, shipping, and other support teams to meet customer needs effectively
• Utilize CRM technology (e.g., Salesforce), data tools (e.g., Power BI), and spreadsheets to make fact-based decisions and communicate profitable actions

Who you are

• You demonstrate a steadfast commitment to achieving and going beyond what customers anticipate, while also being open to modifying your approach in response to shifting conditions and the needs of customers
• You have the capability to encourage, steer, and cultivate a group to reach peak efficiency and please customers
• You communicate and work effectively with customers, other departments and stakeholders to ensure a seamless customer experience. You can prioritize tasks and manage time effectively to ensure prompt responses and efficient operations
• You manage and resolve disputes efficiently while maintaining positive customer relationships, as well as manage and implement change effectively within the team and organization
• You are familiar with CRM systems (e.g., Salesforce), data analysis tools (e.g., Power BI), and other relevant technologies
• You are capable of formulating and applying tactics that are in harmony with company aims and bolster service quality. You apply critical thinking to make clear decisions in a fast-paced environment
• You exhibit a substantial command over budgeting techniques, financial fundamentals, and the oversight of profit and loss statements. As well as strong analytical skills to identify issues and implement effective solutions
• You have a degree in Business Administration, Management, Marketing, or a related field, and 5-7 years of experience in customer service management, particularly in a leadership role. Experience in comparable industries such as paper, packaging materials, or labeling materials, can be beneficial

This is what we offer for you

A meaningful job - We have an inspiring purpose 'We create a future beyond fossils. Our work is impactful and transformative.

A caring community - Our community is built on great team spirit and shared commitment. We care about each other and the well-being of our colleagues. We support the work-life balance of all our employees.

Development opportunities - We offer you great opportunities to learn and grow throughout your career. We are an international, multi-business organization offering plenty of avenues for personal growth.

Responsible employer - Sustainability is at the core of everything we do. We are committed to ambitious, science-based sustainability targets in all areas from climate change to biodiversity. We foster diversity and inclusivity, offering a work environment in which everyone can be themselves.

Comprehensive benefit package: UPM's benefit package includes medical, dental and vision insurance, paid time off and a 401(k)-retirement plan.

Learn about our Rewarding and our Ways of working

Additional information

Location: Mills River

Travel requirements: up to 30%

Workplace type: on-site

If you are interested in this job offer, please submit your application via Apply button by January 19, 2024.

If you have any technical issues with submitting your application, please contact our HR Service Center at [redacted] or [redacted].

This Job Description is intended to be a guide and is not intended to be a contract of employment, explicit or implicit. All contents are subject to change at the sole discretion of the company. Cooperation is expected of all employees. Other duties may be assigned as needed.

UPM North America is an Equal Opportunity Employer.

Candidates authorized to work within the United States are preferred.

UPM Raflatac offers high-quality self-adhesive paper and film products including label materials, graphics solutions and removable self-adhesive products. We operate 12 factories and deliver our innovative and sustainable products through our global network of distribution terminals. We are one of UPM's growth businesses and employ around 3,100 people. Our sales reached almost EUR 1,5 billion (USD 1,6 billion) in 2023. Find out how we are labeling a smarter future beyond fossils at www.upmraflatac.com.

Follow UPM Raflatac on LinkedIn | Facebook | YouTube | Instagram

#LI-POST