Manager, Customer Service, Americas

UPM Biochemicals • Mills River, NC

2d • Onsite

About The Position

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 upm.com/caree r s We are looking for a Manager, Customer Service Americas to define the vision for our Customer Service Team in the Americas. In this role, you will serve as a key liaison between UPM Adhesive Materials and our customers, collaborating with sales, fulfillment, claims, operations, and product development teams. Greetings from your future manager “ We are eagerly anticipating the addition of a spirited guide keen on optimizing customer relationships and advancing our team's 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 Region

Requirements

• You hold a degree in Business Administration, Management, or Marketing and bring at least 5–7 years of experience in customer service management, preferably in a leadership role .
• You are familiar with the Latin American business environment, or with customers and working closely with colleagues in Latin America .
• You have demonstrated experience in managing projects that improve service processes and outcomes, including process improvement and quality management
• You are experienced with CRM systems (e.g., Salesforce), data analysis tools (e.g., Power BI), AI-assisted tools, and other relevant technologies
• You have a strong understanding of budget practices, financial principles, and P&L management
• You manage and implement change effectively within the team and organization, resolving conflicts constructively while maintaining positive relationships
• You identify methods to hold the team accountable to KPIs (e.g., NPS, handle time, first-time resolution, order entry quality, reschedules) and deliver timely feedback on exceptions
• You have experience in leading, developing, and advancing Order Entry operations, including processes, people, and tools
• You focus on meeting customer expectations and adapting to changing needs with flexibility
• You communicate effectively and collaborate across departments and with stakeholders to ensure a seamless customer experience

Nice To Haves

• Experience in comparable industries such as paper, packaging materials, or labeling materials is an advantage
• Spanish proficiency is highly beneficial

Responsibilities

• Oversee daily operations, including monitoring service levels, assigning tasks, and ensuring timely completion
• Build strong customer relationships and contribute to sales effectiveness while delivering an exceptional customer experience
• Maintain high standards in all customer service activities.
• Collaborate with sales, production, shipping, and other teams to meet customer needs
• Provide clear strategy and direction to the customer service team, setting expectations for order management and communication
• Foster accountability and a culture of responsibility within the team, aligned with best practices
• Use KPIs to measure performance and provide timely , constructive feedback
• Leverage CRM tools (e.g., Salesforce), data platforms (e.g., Power BI), and spreadsheets to make informed decisions and drive positive outcomes

Benefits

• A 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 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 mitigation to enhancing 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager