Manager, Customer Success
2 weeks ago
- Custodian of pulp specifications for all pulp grades
- Assists in the development of new pulp specifications and/or grades
- Audits and manages Certificates of Analyses to check for accuracy and alignment with customer needs
- Liaises with quality engineer and notifies customers of process changes that may affect pulp quality
- Regularly attends daily production meetings covering all 3 mills sharing feedback from customers on the performance of the company's pulps. Share customer feedback with mill operations to motivate improvements in production processes and delivered pulp quality
- Provides regular updates to operations, sales and marketing on delivery against key performance targets
- Ensure exceptional Customer Service practices and be the link between business partners
- (Customers, Sales, Quality engineer, Technical and Operations team, Supply Chain). Maintain best
- collaboration practices among business partners.
- Understands individual customer needs and works with the company's Pulp Quality Engineer to resolve
- customer's enquiries and claims, prepares answers to these, and communicates directly with the
- customers in a timely manner
- Familiar with JDE and Elixir systems and ability to collaborate with logistics, planning and order
- fulfilment teams aiming to enhance the overall the customer experience
- Assist with data collection and completion of annual customer questionnaires, audits and surveys
- Prepares delivered pulp quality reports for technical meetings with customers
- Is able to travel with CPPM and agents and confidently engage with customers worldwide
- Proficient in compiling and delivering power-point presentations on all aspects related to pulp
- processing, product quality and performance
- Co-ordinates customer visits to the pulp mills
- Maintains and updates records and associated technical data for each customer
- Is responsible for maintaining certification of the company's Pulp products to external standards as required by the customers, such as food-grade certifications
- Works with the CPI team to investigate and resolve customer enquiries on samples of interest
- You will ideally have a bachelor's degree in pulp and paper, customer service or related field with a minimum of 5 years' experience.
- You will be able to work independently and confidently engage with senior mill managers and customers.
- A background in marketing and pulp customer service as well as experience with Elixir and JDE mill systems would be considered an asset for the position.
- Familiarity with the MS Office suite of programs including the use of data management tools, strong interpersonal and communication skills, and the ability to work well in a team environment are all essential in this challenging position.
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