Customer Experience Specialist, Global Materials (Hybrid)

UPM; Mills River (NC); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Hybrid work model

Medical, dental and vision insurance

Paid time off

401(k) retirement plan

Job summary

UPM Adhesive Materials in Mills River, North Carolina, is seeking a Customer Service Representative to be the main contact for customers, manage orders, and collaborate with sales and supply chains to ensure accurate, timely service.

You will build relationships, handle inquiries, maintain data in ERP systems, and contribute to continuous improvement with a customer-focused mindset; hybrid work arrangement offered.

Qualifications

• High school diploma or better; associate/bachelor’s degree advantageous.
• 3–5 years of customer service, account management, inside sales support, or B2B support.
• Experience in manufacturing, industrial, packaging, paper, chemical, or supply chain environments is valued.
• Excellent written and verbal communication; passion for customer service.
• Strong relationship-building and collaboration with customers, colleagues, and partners.
• Ability to manage multiple priorities in a fast-paced environment with accuracy.

Responsibilities

• Act as the primary point of contact for customers regarding orders, products, deliveries, pricing, and services.
• Manage orders through the end-to-end lifecycle with accuracy and timely processing.
• Collaborate with sales, supply chain, technical, and cross-functional teams for a seamless customer experience.
• Proactively communicate order status, product availability, and delivery schedules.
• Investigate and resolve inquiries by coordinating with stakeholders to provide accurate information.
• Build and maintain strong relationships with internal and external customers.
• Maintain accurate customer data and documentation in company systems.
• Leverage digital tools, automation, and self-service to enhance efficiency.
• Identify opportunities to improve customer satisfaction and processes.

Skills

Customer service

Relationship building

Communication

ERP systems

Microsoft Office

Salesforce

Account management

Education

High school diploma

Associate or Bachelor degree advantageous

Tools

Salesforce

ERP systems

Job description

UPM Adhesive Materials in Mills River, North Carolina, is seeking a Customer Service Representative to be the main contact for customers, manage orders, and collaborate with sales and supply chains to ensure accurate, timely service.

You will build relationships, handle inquiries, maintain data in ERP systems, and contribute to continuous improvement with a customer-focused mindset; hybrid work arrangement offered.