Manager, Customer Service, Americas at UPM Biochemicals

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. Together we can renew the everyday for a future beyond fossils!Learn more about us as a workplace are looking for aManager Customer ServiceAmericasto define the vision for our Customer Service Team in the this role you will serve as a key liaison betweenUPM Adhesive Materialsand our customers collaborating with sales fulfillment claims operations and product development teams.Greetings from your future managerWe are eagerlyanticipatingthe addition of a spirited guide keen onoptimizingcustomer relationships and advancing our teams goals! This is a chance for someone keen to join a professional team working on enhancing service performance quality and innovation. If you are ready to contribute we invite you to join our team.-Alejandro Ramírez Campaña Director Fulfillment Americas RegionWhat you will doOversee daily operations including monitoring service levels assigning tasks and ensuringtimelycompletionBuild strong customer relationships and contribute to sales effectiveness while delivering an exceptional customer experienceMaintainhigh standardsin all customer service activities. Collaborate with sales production shipping and other teams to meet customer needsProvide clear strategy and direction to the customer service team setting expectations for order management and communicationFoster accountability and a culture of responsibility within the team aligned with best practicesUse KPIs to measure performance and providetimely constructive feedbackLeverage CRM tools (e.g. Salesforce) data platforms (e.g. Power BI) and spreadsheets to make informed decisions and drive positive outcomesWho you areYou hold a degree in Business Administration Management or Marketing and bring at least57 years of experience in customer service management preferably in a leadership role. Experience in comparable industries such as paper packaging materials or labeling materialsis an advantageYou arefamiliar with theLatin American business environment or with customers and working closely with colleagues in Latin America. Spanishproficiencyis highly beneficialYou havedemonstratedexperience in managing projects that improve service processes and outcomes including process improvement and quality managementYou are experienced with CRM systems (e.g. Salesforce) data analysis tools (e.g. Power BI) AI-assisted tools and other relevant technologiesYou have a strong understanding of budget practices financial principles and P&L managementYou manage and implement change effectively within the team and organization resolving conflicts constructively whilemaintainingpositive relationshipsYouidentifymethods to hold the team accountable to KPIs (e.g. NPS handle time first-time resolution order entry quality reschedules) and delivertimelyfeedback on exceptionsYou have experienceinleading developing and advancing Order Entry operations including processes people and toolsYou focus on meeting customer expectations andadaptingto changing needs with flexibilityYou communicate effectively and collaborate across departments and with stakeholders to ensure a seamless customer experienceThis is what we offer to youA meaningful job:We have an inspiring purpose We renew the everyday for a future beyond fossils.Our work is impactful and transformative.A caring community:Our community is built ongreat teamspirit 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 aninternational 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 mitigation to enhancing biodiversity. We foster diversity and inclusivity offering a work environment in which everyone can be themselves.Comprehensive benefit package:UPMs benefit package includes medical dental and vision insurance paid time off and a 401(k)-retirement plan.Learn about ourRewardingandourWays of workingAdditionalinformationThis positionis located inMills River NCTravel requirements:up to 30%Workplace type:on-siteThe position holder will report toDirector Fulfillment AmericasGlobal Sourcing & Supply Chain.For further information about the role please contact Alejandro Ramírez CampañaDirectorFulfillment Americasat emailm.To apply pleasesubmityour CV and cover letter byJanuary 8 2026.Please note that we accept only applicationssubmittedthrough our online application system. We begin reviewing applications as they are received and you may be contacted before the application deadline.For support withsubmittingyour application please contact our HR Service Center ator tel.7.UPM North America is an Equal Opportunity Employer.Candidatesauthorizedtoworkwithinthe UnitedStatesarepreferred.UPM Adhesive Materials(formerly UPMRaflatac) offers high-quality self-adhesive paper and film products including label materials graphicssolutionsand removable self-adhesive products. Weoperate14 factories and deliver our innovative and sustainable products through our global network of distribution terminals. We are one of UPMs growth businesses and employ around 3200 people. Our sales reached almost EUR 16 billion (USD 17 billion) in 2024. Read more:Follow UPM onXLinkedInFacebookYouTubeInstagram#UPM #materialsolutions #WeRenewTheEveryday#LI-POSTRequired Experience:Manager Key Skills Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking Employment Type : Full-Time Experience: years Vacancy: 1