Customer Service Representative

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

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

UPM Adhesive Materials is looking for a Customer Service Representative to join our team in Mills River, North Carolina.

Greetings from your future manager “Our customers count on us to be responsive, knowledgeable, and easy to do business with. We're looking for someone who enjoys building relationships, solving challenges, and working collaboratively to create positive customer experiences every day. If you take pride in helping customers and colleagues succeed, you'll be a valued member of our team.” - Kyle Spielberg, Customer Service Manager, North America.

What You Will Do

• Act as the primary point of contact for customers, responding to inquiries related to orders, products, deliveries, pricing, and services through approved communication channels.
• Manage customer orders throughout the order-to-delivery lifecycle, ensuring accuracy, timely processing, and issue resolution.
• Collaborate with sales, supply chain, technical, and other cross-functional teams to deliver a seamless customer experience.
• Proactively communicate with customers regarding order status, product availability, delivery schedules, and potential supply impacts.
• Investigate and resolve customer inquiries by providing accurate information and coordinating with relevant stakeholders.
• Build and maintain strong relationships with internal and external customers, fostering trust and long-term business partnerships.
• Maintain accurate customer data, records, and documentation within company systems and digital platforms.
• Leverage digital tools, automation, AI-assisted workflows, and customer self-service solutions to enhance operational efficiency.
• Identify opportunities to improve customer satisfaction and business processes through continuous improvement and customer feedback.

Who You Are

• You have a high school diploma; an Associate’s or Bachelor’s degree is considered an advantage.
• You bring 3–5 years of experience in customer service, account management, inside sales support, or B2B customer support.
• Experience in manufacturing, industrial, packaging, paper, chemical, or supply chain environments is highly valued.
• You have excellent written and verbal communication skills and are passionate about delivering outstanding customer service.
• You are skilled at building effective relationships and collaborating with customers, colleagues, and business partners.
• You can manage multiple priorities in a fast-paced environment while maintaining a high level of accuracy and attention to detail.
• You demonstrate ownership, accountability, sound judgment, and the ability to work independently.
• You are comfortable using ERP systems and Microsoft Office applications; experience with Salesforce is an advantage.
• You have a continuous improvement mindset and actively seek opportunities to enhance customer experiences and business processes.

This is what we offer to you

• 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.

Learn about ourRewardingandourWays of working

Additionalinformation About The Position

The position is based in Mills River, North Carolina.

This position offers a hybrid working model, combining remote work from home with regular on-site collaboration in Mills River, North Carolina.

The position holder will report to Customer Service Manager, North America.

Country-specific information

Only candidates authorized to work within the United States without sponsorship will be considered.

UPM business / function information

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. Our performance in sustainability has been recognized by third parties, including EcoVadis and the Dow Jones Sustainability Indices. We operate globally and employ approximately 15,800 people worldwide, with annual sales of approximately €10.3 billion. Our shares are listed on Nasdaq Helsinki Ltd.

UPM – we renew the everyday

Read more: upm.com

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