Manager, Customer Service, Americas

UPM - The Biofore Company • 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/careers We are looking for a Manager, Customer Service, Americas to define the vision for our Customer Service Team in the Americas. Greetings from your future manager “We are looking for a hands-on leader who moves quickly, takes ownership, and is not afraid to challenge the status quo to improve how we serve our customers. 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.”- Director, Inside Sales & Customer Operations, Americas In this role, you will serve as a key liaison between UPM Adhesive Materials and our customers, collaborating with sales, operations, fulfillment, claims and product development teams.

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 have proven track record of change management in driving process improvements and service transformation
• You are skilled in CRM systems (eg Salesforce), data tools (Power Bi) and modern AI enabled technologies
• You have a solid financial acumen, including budgeting and P&L understanding
• You are passionate about customer experience and can adapt to changing needs with flexibility
• You communicate effectively and collaborate across departments and with stakeholders to ensure a seamless customer experience
• You are comfortable making decisions in a fast-paced environment

Nice To Haves

• Experience in comparable industries such as paper, packaging materials, or labeling materials is an advantage
• Spanish language proficiency is highly beneficial, given regular collaboration with customers and colleagues in Latin America

Responsibilities

• Own and drive daily operations: monitor service levels, prioritize work, and ensure timely execution of customer service organization
• Proactively strengthen customer relationships, anticipate needs, and contribute to sales effectiveness while delivering an exceptional customer experience
• Uphold and raise service standards through close cross-functional collaboration
• Set clear direction for the customer service team, with defined expectations and communication
• Drive a culture of accountability, ownership, and results, embedding best practices across the team
• Establish and manage KPIs, addressing gaps quickly with direct, actionable feedback
• Use CRM (Salesforce), analytics (Power BI), and data tools to identify issues, inform decisions, and accelerate improvements

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
• Number of Employees: 1,001-5,000 employees