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SalaryWould 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!
We are seeking a highly motivated and experienced Senior Manager, Technical Customer Service for our growing pulp business in North America.
This position holder will be responsible for providing world-class customer support to our pulp customers throughout the North American market. The ideal candidate will have a strong technical background in the pulp or paper industry, as well as experience in Technical Customer Service and promotion. The location of this position is preferably Naperville, Illinois, US or alternatively a home office in US.
Greetings from your future manager
I am excited to welcome you to our Technical Marketing and Services team supporting UPM's Pulp Business in North America. We look forward to having you on board! You’ll be challenged to technically back our local sales team with developing, growing, and managing new and existing customers in a very dynamic and always changing market. Our NA team covers the US, Canada, and parts of Central America, supporting a wide range of customers with our World Class global manufacturing and supply chain. – Roberto Mirande, Director, Technical Marketing & Services, Pulp
What you will do
- Provide top-tier Technical Customer Service and marketing support to our North American customers
- Collaborate with customers to foster strong relationships and to exceed their expectations
- Collaborate with UPM internal teams to identify opportunities for product enhancement based on customer feedback, as well as to enhance our service offering
- Analyze customer feedback and data to identify trends, implementing changes to boost customer satisfaction
- Monitor and report key performance metrics, including customer satisfaction, response times, and issue resolution rates
- Stay updated on industry trends and developments to ensure exceptional service delivery
- Continuously develop best practices in Technical Customer Service and marketing to enhance sales in North America
- Develop value propositions tailored to specific end-use scenarios
- Actively participate in new customer acquisition and account development in North America
- Develop and manage sustainability marketing activities within your region and with our global teams
Who you are
- You have solid knowledge of the pulp and paper industry gained from a production, technical or commercial role; tissue specific knowledge is a plus
- You have a relevant university or college degree
- You have excellent communication, influencing and relationship-building skills
- You are results-oriented, with a track record of achieving goals and driving customer satisfaction
- You have a strong analytical skills for data-driven improvements
- You have a proactive approach to problem-solving
- You are able to travel as needed to meet with customers and attend industry events
- You have fluent English. Additional languages are a strong advantage
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.
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Additional information
You will report to the Director, Technical Marketing & Services, Pulp.
If you are interested in this job offer, please submit your application via Apply button by 23rd February 2024.
If you have any technical issues with submitting your application, please contact our HR Service Center at careers@upm.com or 877-723-5247.
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.
Only candidates authorized to work within the United States without sponsorship will be considered.
UPM North America is an Equal Opportunity Employer.
UPM is one of the world's leading producers of northern softwood, birch and eucalyptus pulp. We supply global customers in end use segments such as tissue, specialty, packaging and graphic papers, and board, through our own sales and technical service networks close to customers in the APAC region and Europe. UPM Pulp operates five pulp mills – three in Finland and two in Uruguay – as well as eucalyptus plantations in Uruguay. UPM Pulp employs approximately 2,000 people. The annual production capacity of our mills is 5.8 million tonnes of pulp. Pulp Business is part of the UPM Fibres Business Area which combines the integrated production of pulp, energy and sawn timber with a synergistic supply chain of wood raw materials. www.upmpulp.com
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