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About the Role

Acts as the primary point of contact for International Paper’s customers, ensuring a world-class customer experience and contributing to the site’s team objectives. This role requires mastery of account management, including order conversion, inventory management, and issue resolution.

Responsibilities

• Convert customer purchase orders to manufacturing production orders.
• Ensure raw materials and tooling are ordered to support production.
• Communicate professionally with internal and external customers regarding order status, estimates, quotations, changes, and confirmations.
• Monitor and manage customer inventory levels.
• Investigate and resolve order discrepancies, customer quality complaints, overdue accounts receivable, and aged inventory.
• Establish strong relationships and communicate daily with operations, shipping, and maintenance representatives.
• Demonstrate a thorough understanding of plant-specific manufacturing capabilities.
• Coordinate with design, sales, pricing, and operations departments to manage new customer item implementation.
• Demonstrate a solid understanding of business objectives, goals, and values.
• Make daily decisions that maximize customer satisfaction and plant capacity balancing.
• Solve problems with technical and business acumen, poise, and a sense of urgency.
• Build strong relationships with customer contacts and Sales Representatives.
• Establish, manage, and enforce correct order unitization.
• Demonstrate a solid understanding of pricing models, including variable contribution levels.
• Coordinate warehoused items using basic manufacturing skills like replenishment ordering and FIFO.
• Assess and report possible obsolescence concerns of aged inventory.
• Participate in NPI (non-price improvement) initiatives, focusing on aged inventory, trailer utilization, and operational efficiencies.
• Provide data reporting of orders, sales, and inventory to plant management, sales teams, and customers.
• Create and manage customer-specific reporting requirements.
• Coordinate internal and external vendors to ensure correct tooling, artwork, and CADs are approved and provided to the manufacturing team.
• Consistently demonstrate exceptional administrative, organizational, and communication skills.
• Observe and report noteworthy customer concerns or trends to plant management and sales teams.
• Participate in production meetings to track orders from receipt to delivery.
• Research and resolve customer order discrepancies, including credits, debits, quality concerns, make-up orders, and returned/reworked items.
• Ensure customer price lists are accurate and updated.
• Work independently with minimal oversight.
• Provide forecasts to plant management and sales teams based on customer input and historical trends.
• Provide quality assurance checks on technical specifications for quoting new business.
• Communicate customer expectations and requests to scheduling, manufacturing, and shipping departments.

Requirements

• Experience in the corrugated industry required.
• 3 years of customer service experience.
• Ability to perform basic math functions, including fractions and percentages.
• Ability to manipulate and record figures to provide accurate quantities, estimates, and quotations.
• High level of proficiency in Microsoft Office products, specifically Excel and Word.
• Outstanding communication skills, written and verbal.
• Customer Focus
• Decision-Making
• Attention to detail
• Integrity and Trust
• Perseverance
• Composure
• Team Orientated
• Relationship building
• Multi-tasking
• Ability to work under pressure
• Flexible
• Quick thinker / Learner
• Exceptional problem solver
• Good listener

Skills

• Corrugated industry experience
• Customer service
• Basic math functions (fractions, percentages)
• Microsoft Office (Excel, Word)
• Communication (written and verbal)
• Customer Focus
• Decision-Making
• Attention to detail
• Integrity
• Trust
• Perseverance
• Composure
• Teamwork
• Relationship building
• Multi-tasking
• Working under pressure
• Flexibility
• Quick thinking
• Learning agility
• Problem-solving
• Active listening

Location

• Scotia, NY

Work Type

• Salaried
• Full-Time

Experience Level

• 3 years of customer service experience

Education Level

• High school diploma/GED or an undergraduate degree

Salary/Compensations

• $48,300 - $64,400

Benefits

• Medical
• Dental
• Life insurance
• Flexible Spending Accounts
• Short-term and Long-term Disability
• 401(k)
• Company-funded retirement contributions
• Paid Time Off
• Education & Development (including Tuition Reimbursement)
• Student Loan Repayment Assistance
• Voluntary Benefits (home, auto, vision, pets insurance)

About the Company

• International Paper creates sustainable packaging solutions that enable customers, teammates, and shareowners to thrive.
• We are a leader in corrugated packaging, partnering with customers across industries.
• We have been a good steward of sustainable practices across communities for over 125 years.

Equal Opportunity

• International Paper is an Equal Opportunity/Affirmative Action Employer.
• All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
• International Paper complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.
• Reasonable accommodation is available for the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment.