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

UPM 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.

• Act as the primary point of contact for customers, responding to inquiries related to orders, products, deliveries, pricing, and services through approved communication channels.
• Manage customer orders throughout the order-to-delivery lifecycle, ensuring accuracy, timely processing, and issue resolution.
• Collaborate with sales, supply chain, technical, and other cross-functional teams to deliver a seamless customer experience.
• Proactively communicate with customers regarding order status, product availability, delivery schedules, and potential supply impacts.
• Investigate and resolve customer inquiries by providing accurate information and coordinating with relevant stakeholders.
• Build and maintain strong relationships with internal and external customers, fostering trust and long-term business partnerships.
• Maintain accurate customer data, records, and documentation within company systems and digital platforms.
• Leverage digital tools, automation, AI-assisted workflows, and customer self-service solutions to enhance operational efficiency.
• Identify opportunities to improve customer satisfaction and business processes through continuous improvement and customer feedback.

• You have a high school diploma; an Associate’s or Bachelor’s degree is considered an advantage.
• You bring 3–5 years of experience in customer service, account management, inside sales support, or B2B customer support.
• Experience in manufacturing, industrial, packaging, paper, chemical, or supply chain environments is highly valued.
• You have excellent written and verbal communication skills and are passionate about delivering outstanding customer service.
• You are skilled at building effective relationships and collaborating with customers, colleagues, and business partners.
• You can manage multiple priorities in a fast-paced environment while maintaining a high level of accuracy and attention to detail.
• You demonstrate ownership, accountability, sound judgment, and the ability to work independently.
• You are comfortable using ERP systems and Microsoft Office applications; experience with Salesforce is an advantage.
• You have a continuous improvement mindset and actively seek opportunities to enhance customer experiences and business processes.

• 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…