Role Overview

We are seeking a Technical Customer Service Specialist to join our team, providing critical support to our printer partners and customers across North America. In this remote role, you will work with a dynamic and highly skilled team, ensuring that our customers get the best performance.

What You Will Do

• Oversee Paper Performance : Manage the performance of paper for assigned customers and printers, ensuring optimal outcomes.
• Troubleshooting : Provide technical support by investigating and analyzing issues to improve paper performance and reduce financial impact.
• Claims Management : Facilitate the claims process, including negotiations, to resolve customer issues effectively.
• Product Education : Educate end users on new products, business solutions, and technology to enhance their understanding and use of products.
• Collaborative Communication : Actively collaborate with internal teams, including sales, customer service, and mills, to provide seamless service.
• Reporting : Deliver timely, accurate reports to customers, printers, and internal teams, ensuring transparency and informed decision-making.
• Account Relationship Management : Build and maintain strong relationships with assigned accounts to foster long-term partnerships.
• Sales Opportunity Identification : Recognize leads and opportunities for further collaboration during customer interactions.
• Market Insight : Provide valuable feedback to mills regarding market conditions and mill performance.
• Trial Runs : Lead trial runs, ensuring their accuracy and success.
• Process Improvement : Work closely with the Technical Customer Service (TCS) team, claims team, and customer service team to refine and improve customer complaint and claims management processes.
• Sales Experience : Some sales experience is needed, as this role has a sales element involving negotiating and managing accounts.
• Must be able to negotiate with mills, printers, and brokers, with a focus on maintaining good relationships and ensuring customer satisfaction.
• The role requires balancing customer needs, sales targets, and technical troubleshooting.

Who You Are

• You hold a relevant commercial or engineering degree and have a solid understanding of complex paper products.
• You bring sales skills and possess deep product, application, and process knowledge in the paper industry.
• You have strong communication and interpersonal skills and are comfortable networking with others in a commercial setting.
• You thrive in a matrix organization and work well within collaborative, cross-functional teams.
• You are decisive , results-oriented, and adaptable to change, with a focus on delivering high-quality service.
• You are eager to continuously improve processes and find creative solutions to challenges.

What We Offer

• A Meaningful Job : Work with a company that strives to make a positive, transformative impact on the world through sustainable practices.
• A Caring Community : We foster a supportive team environment where well-being, work-life balance, and personal growth are prioritized.
• Development Opportunities : With global presence and diverse business areas, there are ample opportunities for career growth and skill development.
• Sustainability Commitment : Sustainability is at the heart of everything we do, and we are committed to achieving science-based sustainability targets in every aspect of our business.
• Comprehensive Benefits : A robust benefits package, including medical, dental, and vision insurance, paid time off, and a 401(k) retirement plan