Customer Service Manager - Pulp and Paper at Canfor

Customer Service Manager - Pulp and Paper

Prince George, BC

We are currently seeking Manager, Customer Success



As Customer Success Manager you will:

- Support and liaise with mill operations for 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
- Monitors all process changes which may affect pulp quality, and notifies customers as required
- Regularly attends daily production meetings covering all 3 mills sharing feedback from customers on the performance of our pulps
- Provides regular updates to operations, sales and marketing on delivery against key performance targets
- Utilise customer feedback to drive improvements in production processes and delivered pulp quality

- Responsible for providing high quality and efficient Customer Service- Ensure exceptional Customer Service practices and be the link between business partners (Customers, Sales, Technical, Operations, Supply Chain). Maintain best collaboration practices among business partners.
- Understands individual customer needs and works with mill technical and quality teams to investigate 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 our innovations (CPI) on product evaluations and quality checks- Is responsible for maintaining certification of our 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



-  Bachelor’s degree or Degree in related field  in pulp and paper

-Customer service or related field

- Minimum of 5 years experience

- Ability work independently

 - Exceptional analytical troubleshooting skills and confidently engage with senior mill managers and customers

- A background in quality 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

- Ability to work well in a team environment 


Why work for us:

- Industry leading wages

- Great company environment

-Safe work space



Apply Now