Manager, Customer Service, Americas

Join us as the Manager, Customer Service, Americas at UPM
.

We are front runners in developing renewable alternatives to fossil‑based materials and strive to create a positive UPM experience for all employees worldwide.

• 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.

• Possess a degree in Business Administration, Management, or Marketing with 5–7 years of experience in customer service management, preferably in a leadership role.
• Have experience in comparable industries such as paper, packaging, or labeling materials (advantage).
• Familiar with the Latin American business environment or experience working closely with Latin‑American customers and colleagues;
  Spanish proficiency is highly beneficial.
• Demonstrated experience managing projects that improve service processes and outcomes, including process improvement and quality management.
• Experienced with CRM systems (e.g., Salesforce) and data analysis tools (e.g., Power BI) and other relevant technologies.
• Strong understanding of budget practices, financial principles, and P&L management.
• Capable of managing and implementing change effectively within the team and organization, resolving conflicts constructively while maintaining positive relationships.
• Expertise in using KPIs such as NPS, handle time, first‑time resolution, order entry quality, and reschedules to deliver timely feedback on exceptions.
• Experience leading, developing, and advancing Order Entry operations, including processes, people, and tools.
• Focus on meeting customer expectations and adapting to changing needs with flexibility.
• Excellent communication and collaboration skills across departments and with stakeholders to ensure a seamless customer experience.

• A meaningful job with a purpose: “We renew the everyday for a future beyond fossils.”
• A caring community with great team spirit and support for work‑life balance.
• Development opportunities across an international, multi‑business organization.
• A responsible employer committed to ambitious, science‑based sustainability targets and diversity & inclusivity.
• A comprehensive benefits package including medical, dental, vision insurance, paid time off, and a 401(k) retirement plan.

Location: Mills River, NC

Travel requirement: up to 30%

Workplace type: On‑site

Reporting to: Director Fulfillment, Americas, Global Sourcing & Supply Chain

For further information, please contact Alejandro Ramírez Campaña, Director Fulfillment, Americas, at alejandro.r

To apply , please submit your CV and cover letter by January 8, 2026
. Applications must be submitted through our online application system; early review may occur.

For support with submitting your application, please contact our HR Service Center at  or call +‑5247.

UPM North America is an Equal Opportunity Employer.

Candidates authorized to work within the United States are preferred.

Not Applicable

Full‑time

Other

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