Manager, Customer Service, Americas

UPM - The Biofore Company • Mills River, NC

25d • 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. 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.
• Experience in comparable industries such as paper, packaging materials, or labeling materials is an advantage
• You are familiar with the Latin American business environment, or with customers and working closely with colleagues in Latin America. Spanish proficiency is highly beneficial
• 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
• You are familiar with the Latin American business environment, or with customers and working closely with colleagues in Latin America. 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
• Number of Employees: 5,001-10,000 employees