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UPM · 8 hours ago

Manager, Customer Service, Americas

Mills River, NC

Full-time

Onsite

Senior Level

5+ years exp

UPM is a global leader in developing renewable alternatives to fossil-based materials, striving for sustainability and a positive employee experience. They are seeking a Manager for Customer Service in the Americas to enhance customer relationships, oversee operations, and collaborate across teams to ensure exceptional service delivery.

BiotechnologyEnergyForestryIndustrialManufacturingRenewable Energy

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

Qualification

Customer service managementCRM systemsData analysis toolsBudget practicesSpanish proficiencyProject managementCollaborationConflict resolutionFlexibilityCommunication

Required

You hold a degree in Business Administration, Management, or Marketing

At least 5–7 years of experience in customer service management, preferably in a leadership role

Familiar with the Latin American business environment, or with customers and working closely with colleagues in Latin America

Demonstrated experience in managing projects that improve service processes and outcomes, including process improvement and quality management

Experienced with CRM systems (e.g., Salesforce), data analysis tools (e.g., Power BI), AI-assisted tools, and other relevant technologies

Strong understanding of budget practices, financial principles, and P&L management

Manage and implement change effectively within the team and organization, resolving conflicts constructively while maintaining positive relationships

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

Experience in leading, developing, and advancing Order Entry operations, including processes, people, and tools

Focus on meeting customer expectations and adapting to changing needs with flexibility

Communicate effectively and collaborate across departments and with stakeholders to ensure a seamless customer experience

Preferred

Experience in comparable industries such as paper, packaging materials, or labeling materials is an advantage

Spanish proficiency is highly beneficial

Candidates authorized to work within the United States are preferred

Benefits

Medical, dental and vision insurance

Paid time off

401(k)-retirement plan

Company

UPM

UPM is a material solutions company, renewing products and entire value chains with an extensive portfolio of renewable fibres, advanced materials, decarbonization solutions, and communication papers.

Founded in 1978

Helsinki, Southern Finland, FIN

10001+ employees