Job Title: Manager, Customer SuccessJob ID: JM232103621Location: Prince George, BCOverview:The Manager, Client Services will be an integral member of the sales and marketing team dedicated to representing the interests of the customer. In this role, you will engage with the company's global customer base to ensure the delivered product consistently meets end use requirements and expectations. Through active collaboration with the company's Pulp Quality Engineer, mill personnel, sales and marketing, R&D and order fulfilment teams you will share feedback on product requirements and variances, support continuous improvement and provide an efficient and timeous response to customers as required.What you will be doing:Work closely with the quality engineer to enhance best quality practices in the following areas:

• 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

Responsible for efficient Customer Service

• 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

Liaises directly with customers and CPPM to ensure that product quality and specifications are maintained

• 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

Works closely with the company's Pulp innovations (CPI) on product evaluations and quality checks

• 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

What you must have:

• 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.

For more information about TEEMA and to consider other career opportunities, please visit our website at www.teemagroup.com By applying to TEEMA on any job portal implies you are entering into a business relationship with us and therefore grants TEEMA consent to send you further job updates or industry and company-related information.