Customer Support Representative

Purpose and Main Priorities of the Role:

At Fedrigoni Special Papers North America / Mohawk, we don’t just make paper—we craft materials that bring ideas to life. As part of the Fedrigoni Group, a global leader with a rich heritage and bold future, we combine the spirit of a family-owned business with the energy and ambition of a multinational company. The result? A dynamic, fast-moving environment where people care deeply, ideas matter, and collaboration is real.

We are looking for a Customer Support Representative who wants more than just a job—someone who thrives on building relationships and solving problems.

In this role, you will be at the heart of our business, serving as a key point of contact for our customers while working closely with Sales and cross-functional teams. If you enjoy a fast-paced environment, value teamwork, and want to make a tangible impact every day, this is a special place—and a special opportunity.

M-F Schedule, Hybrid up to 2 days a week, 3 days on site.

Your Responsibilities will Include:

• Provide prompt, professional, and friendly support to customers via phone and email
• Manage customer inquiries related to order status, product availability, pricing, and order tracking.
• Accurately process customer orders, prepare quotes, and handle returns or adjustments.
• Resolve customer concerns and complaints in a timely and effective manner.
• Develop a strong understanding of the company’s products, services, and processes.
• Support the outside Sales team by assisting with key initiatives and customer needs.
• Communicate and collaborate with internal departments and affiliated companies as needed.
• Maintain a high level of accuracy, organization, and attention to detail in daily work.
• Successfully complete the Customer Support Representative onboarding and training program (approx. 6 months).
• Participate in occasional travel opportunities alongside the outside Sales team, as needed.

Who are we looking for:

• High School Diploma required; associate degree or equivalent experience is preferred
• At least 5 years' experience in Customer Service or Inside Sales
• Experience in the paper industry is a plus but not required
• Proficiency with ERP systems and standard office software
• Strong time management and organizational skills
• Ability to work independently while also collaborating effectively within a teams
• Exceptional written and verbal communication skills
• High attention to detail with strong problem-solving and critical thinking abilities.
• Ability to adapt quickly to changing priorities, business needs, and customer expectations.

Why Join Fedrigoni Special Papers North America Inc.?

• Collaborative and supportive team environment.
• Opportunity to grow product knowledge and develop professionally.
• Exposure to cross-functional teams and sales operations.
• A role that directly impacts customer satisfaction and drives business success.

What to Expect in the Selection Process:

Candidates selected for further consideration will meet with the HR Business Partner, Head of Customer Support, and the VP of Sales Merchant Channel.

Fedrigoni Special Papers North America Inc. offers a comprehensive and competitive benefits package designed to support your health, financial well-being, and work-life balance such as a hybrid schedule- up to 2 days remote and 3 days on site.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Vision insurance

Work Location: In person