Customer Service Representative

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

• 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, including recording and executing on administrative claims.
• 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.
• Cross‑train with colleague accounts to provide seamless coverage in the event of vacations or unexpected illness.

• High school diploma required; an Associate’s or Bachelor’s degree is an advantage.
• 3–5 years of experience in customer service, account management, inside sales support, or business‑to‑business customer support.
• 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.

• Meaningful work with a purpose: “We renew the everyday for a future beyond fossils”.
• Supportive community that values well‑being and work‑life balance.
• Opportunities for professional development across an international organization.
• Commitment to sustainability with science‑based targets across all operations.
• Comprehensive benefits package including medical, dental, vision, paid time off, and a 401(k) retirement plan.

UPM North America is an Equal Opportunity Employer.