Customer Service Representative

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 front runners 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  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 doAct 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

Who you areHigh 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

This is what we offer to youA 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…