Manager, Customer Service, Americas

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 frontrunners 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!

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We are looking for a Manager, Customer Service, Americasto define the vision for our Customer Service Team in the Americas.

Greetings from your future manager

"We are looking for a hands-on leader who moves quickly, takes ownership, and is not afraid to challenge the status quo to improve how we serve our customers. This is a chance for someone keen to join a professional team working on enhancing service, performance, quality, and innovation. If you are ready to contribute, we invite you to join our team."- Director, Inside Sales & Customer Operations, Americas

What you will do

• Own and drive daily operations: monitor service levels, prioritize work, and ensure timely execution of customer service organization

• Proactively strengthen customer relationships, anticipate needs, and contribute to sales effectiveness while delivering an exceptional customer experience

• Uphold and raise service standards through close cross-functional collaboration

• Set clear direction for the customer service team, with defined expectations and communication

• Drive a culture of accountability, ownership, and results, embedding best practices across the team

• Establish and manage KPIs, addressing gaps quickly with direct, actionable feedback

• Use CRM (Salesforce), analytics (Power BI), and data tools to identify issues, inform decisions, and accelerate improvements

In this role, you will serve as a key liaison between UPM Adhesive Materials and our customers, collaborating with sales, operations, fulfillment, claims and product development teams.

Who you are

• You hold a degree in Business Administration, Management, or Marketing and bring at least 5-7 years of experience in customer service management, preferably in a leadership role. Experience in comparable industries such as paper, packaging materials, or labeling materials is an advantage

• Spanish language proficiency is highly beneficial, given regular collaboration with customers and colleagues in Latin America

• You have proven track record of change management in driving process improvements and service transformation

• You are skilled in CRM systems (eg Salesforce), data tools (Power Bi) and modern AI enabled technologies

• You have a solid financial acumen, including budgeting and P&L understanding

• You are passionate about customer experience and can adapt to changing needs with flexibility

• You communicate effectively and collaborate across departments and with stakeholders to ensure a seamless customer experience

• You are comfortable making decisions in a fast-paced environment

This is what we offer to you

• 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 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 can be themselves.

• Comprehensive benefit package: UPM's benefit package includes medical, dental and vision insurance, paid time off and a 401(k)-retirement plan.

Learn about our Rewarding and our Ways of working

Additional information

This position is located in Mills River, NC.

Travel requirements: up to 30%

Workplace type: on-site

The position holder will report to Director Fulfillment, Americas, Global Sourcing & Supply Chain.

To apply, please submit your CV and cover letter by May 1, 2026. Please note that we accept only applications submitted through our online application system. We begin reviewing applications as they are received, and you may be contacted before the application deadline.

For support with submitting your application, please contact our HR Service Center at careers@upm.com or tel. 18777235247.

UPM North America is an Equal Opportunity Employer.

Candidates authorized to work within the United States are preferred.

UPM Adhesive Materials (formerly UPM Raflatac) offers high-quality self-adhesive paper and film products including label materials, graphics solutions and removable self-adhesive products. We operate 14 factories and deliver our innovative and sustainable products through our global network of distribution terminals. We are one of UPM's growth businesses and employ around 3,200 people. Our sales reached almost EUR 1,6 billion (USD 1,7 billion) in 2024. Read more: www.labelmaterials.upm.com

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