Quality Account Executive

International Paper Company•Memphis, TN

34d•$65,000 - $85,000•Onsite

About The Position

The Quality Account Executive (AE) is responsible for overseeing the claim-to-credit process for Containerboard open market customers, as well as managing returns and recycling for both IP converting (NAC) and open market. This role is dedicated to delivering Customer Excellence beyond product delivery, ensuring prompt resolution of complaints and effective management of any rejected or quality hold inventory. Success in this position requires building strong partnerships with Customer Technical Services (CTS), IP Recycling, Supply Chain, Sales, Customer Service, and Finance to consistently provide an outstanding customer experience.

Requirements

Prior customer service and/or supply chain experience
Understanding of supply chain model: order management, production scheduling, transportation planning and execution.
Strong communication and interpersonal skills
Technical and analytical skills to use tools required to manage different customer service models
Bachelor's degree in business, logistics, supply chain, operations management or equivalent.
2+ year extensive Microsoft Office Suite (MS Word, Excel, PowerPoint, etc.)
SAP R/3, APO, and/or other Order Management system experience preferred
Action Oriented
Timely Decision Making
Composure
Customer Focus
Functional/Technical Skills
Problem Solving
Organizational Agility
Written Communications
Priority Setting
Time Management

Nice To Haves

SAP R/3, APO, and/or other Order Management system experience preferred

Responsibilities

Cultivate and maintain customer relationships to achieve high levels of satisfaction.
Receive and process customer complaints and credits using SAP CRM, collaborating closely with CTS, Sales, and Customer Service.
Manage roll removals or coordinate virtual returns in partnership with CTS, Sales, IP Converting, and IP Recycling.
Track complaint status with CTS, Manufacturing, and Sales to ensure timely resolution.
Work with CTS and Supply Chain to oversee aged or quality hold inventory at distribution centers and ports.
Serve as a liaison with Transit Advantage to recover costs associated with shipping damage.
Collaborate with Sales, Customer Service, Supply Chain, IP Recycling, Mill PS&D, Finance, Credit, and other cross-functional teams to ensure all customer needs are met.