Customer Success Specialist - Paper & Packaging

Bonus Eligible

SUMMARY

This position manages operational activities by providing customer support and service to suppliers, customers, and internal sales force.

Duties And Responsibilities

• Provide exceptional customer service to assigned business unit focusing on profitability, customer experience, sales service and strategic business goals
• Directly responsible for managing all monthly pricing for accuracy to ensure profit margins are met, anticipating volume required by customers with estimated production from the mills, and ensuring mill product and vessel sail dates are accurately aligned with required delivery dates for customers.
• Manage CMPC Forest Product NA’s key supplier and customer sales operations concerns by functioning as the primary point of contact. When applicable, escalate concerns to Sr. Management.
• Utilizing independent judgement and discretion, make decisions to move cargo, prioritize shipments and approve additional costs associated with an order in a timely manner.
• Independently evaluate rates from logistical providers including shipping lines, truck, and rail companies, and loading facilities, to make decisions on which transportation providers to utilize.
• Manage risk including unsold inventory and Letter of Credit exposure and report to Vice President of Supply Chain and Customer Service actions taken to address any areas of concern.
• Manage inventory in multiple warehouse locations and monthly reconciliations.
• Analyze and identify business needs and implement solutions to increase revenue and drive business as they relate to logistics and sales.
• Develop and implement system enhancements and new procedures throughout the entire operations group, including CMPC Forest Products’ foreign offices and other offices when applicable.
• Manage monthly financial sales, and inventory reports to include accuracy before the reports are distributed to suppliers, customers, and internal sales group.
• Evaluate transactions from a credit and risk management perspective. Gather and present related data to allow stakeholders to make informed decisions related to risk.
• Collaborate with internal finance department to monitor and evaluate credit lines.
• Visit suppliers, customers, and other third-party business partners to cultivate and maintain strong relationships & inquire about new opportunities regarding sales and logistical planning.
• Special projects and assignments as business dictates.
• Responsible for the maintenance, creation and control of all personally identifiable information or any other information protected by any Confidentiality or Privacy Standards or Company Policies that you have access or knowledge of, including but not limited to any state or federal regulations including HIPAA.

Supervisory Responsibilities

This position does not have any supervisory responsibilities.

Skills And Qualifications

• Bachelor’s Degree required in business administration, management, operations, accounting, or similar field.
• 4-6 years of experience in sales, account management or related experience
• Strong customer service, order management and logistics experience
• Familiarity with transportation, shipping terms and payment terms
• Strong expertise with CMPC Forest Products’ systems including cieTrade, OLAP, DocStar, Tableau, Haven, and Project 44
• Demonstrate strong leadership potential.
• Able to multi-task in a fast-paced environment. High sense of urgency and time management skills
• Must have attention to detail and focused concentration
• Able to learn new tasks and complete tasks independently
• Able to make timely decisions in the context of the workflow
• Able to complete tasks that require a particular speed or productivity quota
• Able to adhere to process protocol and must be able to apply established protocols in a timely manner

PHYSICAL DEMANDS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

Normal Office Work Environment

CERTIFICATES, LICENSES, REGISTRATIONS

None required

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Opportunity Employer

This company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.