Customer Service Representative

About the role

UPM is a global company dedicated to developing renewable alternatives to fossil-based materials. We aim to enable both businesses and consumers to make more sustainable choices and create a positive UPM experience for all employees worldwide. Our values—trust and be trusted, achieve together, renew with courage—are central to our mission.

Responsibilities

• Act as the main point of contact for assigned customers, providing reliable service and building strong, long-term relationships based on trust.
• Work closely with Territory Sales Managers, Supply Chain, Planning, Logistics, and Operations teams to support customer needs and ensure smooth order fulfillment.
• Process customer orders accurately and monitor progress from order entry through delivery as well as recording and executing on administrative claims sent from our customers.
• Keep customers informed about order status, delivery schedules, product availability, and any potential supply impacts.
• Respond to customer inquiries related to products, pricing, technical information, shipping, and order documentation.
• Resolve customer issues by coordinating solutions with internal stakeholders and following up to ensure timely outcomes.
• Identify opportunities to improve customer experience through proactive communication and continuous improvement initiatives.
• Maintain accurate customer records and documentation in company systems.
• Support day-to-day customer service activities, including shipping documentation, tracking information, and other administrative tasks.
• Crosstrain with colleague accounts in order to provide seamless coverage in the event of vacations or unexpected illness.

Requirements

• A high school diploma is required; an Associate's or Bachelor's degree is an advantage.
• Experience in customer service, account management, inside sales support, or business-to-business customer support, typically gained over 3–5 years.
• Experience in manufacturing, industrial, packaging, paper, chemical, or supply chain environments is beneficial.
• Committed to building positive customer relationships and delivering high-quality service.
• Strong written and verbal communication skills.
• Well organized, with the ability to manage multiple priorities and meet deadlines.
• Comfortable using ERP systems, Microsoft Office applications (particularly Excel), and customer relationship management tools.
• Demonstrates accountability, attention to detail, and a proactive approach to work.
• Works effectively with others and contributes to a culture of collaboration and continuous improvement.

Qualifications

• High school diploma required; an Associate's or Bachelor's degree is an advantage.
• Experience in customer service, account management, inside sales support, or business-to-business customer support, typically gained over 3–5 years.
• Experience in manufacturing, industrial, packaging, paper, chemical, or supply chain environments is beneficial.
• Committed to building positive customer relationships and delivering high-quality service.
• Strong written and verbal communication skills.
• Well organized, with the ability to manage multiple priorities and meet deadlines.
• Comfortable using ERP systems, Microsoft Office applications (particularly Excel), and customer relationship management tools.
• Demonstrates accountability, attention to detail, and a proactive approach to work.
• Works effectively with others and contributes to a culture of collaboration and continuous improvement.

Skills

• Customer service skills.
• Account management skills.
• Inside sales support skills.
• Business-to-business customer support skills.
• ERP systems proficiency.
• Microsoft Office applications proficiency (particularly Excel).
• Customer relationship management tools proficiency.

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.

Pay

The pay range for this role is $20.00 to $30.00 per hour.

Schedule

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

Contact Information

To apply, please submit your CV and cover letter by July 31, 2026. Please note that we accept only applications submitted through our online application system. You may be contacted before the application deadline. For support with submitting your application, please contact our HR Services at careers@upm.com or tel. +18777235247.

Additional Information

Learn more about how to apply from our Careers page. Country-specific information: Only candidates authorized to work within the United States without sponsorship will be considered. UPM North America is an Equal Opportunity Employer.