Customer Service Representative

UPM - The Biofore Company•Mills River, NC

19d•Hybrid

About The Position

UPM Adhesive Materials is looking for a Customer Service Representative to join our team in Mills River, North Carolina. The Customer Service Manager, North America, Kyle Spielberg, states, "Our customers count on us to be responsive, knowledgeable, and easy to do business with. We're looking for someone who enjoys building relationships, solving challenges, and working collaboratively to create positive customer experiences every day. If you take pride in helping customers and colleagues succeed, you'll be a valued member of our team."

Requirements

High school diploma required
Experience in customer service, account management, inside sales support, or business-to-business customer support, typically gained over 3–5 years
Committed to building positive customer relationships and delivering high-quality service
Strong written and verbal communication skills
Well organized, with the ability to manage multiple priorities and meet deadlines
Comfortable using ERP systems, Microsoft Office applications (particularly Excel), and customer relationship management tools
Demonstrates accountability, attention to detail, and a proactive approach to work
Works effectively with others and contributes to a culture of collaboration and continuous improvement

Nice To Haves

An Associate's or Bachelor's degree is an advantage
Experience in manufacturing, industrial, packaging, paper, chemical, or supply chain environments is beneficial

Responsibilities

Act as the main point of contact for assigned customers, providing reliable service and building strong, long-term relationships based on trust
Work closely with Territory Sales Managers, Supply Chain, Planning, Logistics, and Operations teams to support customer needs and ensure smooth order fulfillment
Process customer orders accurately and monitor progress from order entry through delivery as well as recording and executing on administrative claims sent from our customers
Keep customers informed about order status, delivery schedules, product availability, and any potential supply impacts
Respond to customer inquiries related to products, pricing, technical information, shipping, and order documentation
Resolve customer issues by coordinating solutions with internal stakeholders and following up to ensure timely outcomes
Identify opportunities to improve customer experience through proactive communication and continuous improvement initiatives
Maintain accurate customer records and documentation in company systems
Support day-to-day customer service activities, including shipping documentation, tracking information, and other administrative tasks
Crosstrain with colleague accounts in order to provide seamless coverage in the event of vacations or unexpected illness