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Global Customer Support Manager

vor 2 Monaten

Genf, Genf, Schweiz International Paper Vollzeit

Job Summary:

We are seeking a highly skilled Customer Technical Service Manager to join our team at International Paper. As a key player in our dynamic team, you will be responsible for providing valued-added services to pulp customers, ensuring timely response times, and enhancing the customer experience.

About the Role:

This role involves establishing strong relationships with technical counterparts at customer locations, delivering operational expertise on absorbent hygiene products, and understanding technical trends within fluff-related markets. You will also manage the qualification process for new customer locations and/or new products, provide training to customers, and contribute to the competitive benchmark initiative.

Key Responsibilities:

  • Establish and maintain strong relationships with technical counterparts at customer locations
  • Deliver operational expertise on absorbent hygiene products and other end-uses that utilize fluff pulp
  • Understand and articulate technical trends within fluff-related markets
  • Manage the qualification process for new customer locations and/or new products
  • Provide training to customers and other key audiences
  • Contribute to the competitive benchmark initiative by securing product and reporting results
  • Communicate customer and market intelligence to key stakeholders
  • Identify new opportunities to improve the customer experience and IP's service offering
  • Support specific customer initiatives to improve the customer experience and troubleshoot, when necessary
  • Collaborate with the broader customer technical service team to share best practices
  • Identify internal opportunities to realize efficiencies in our business and decision processes
  • Perform statistical analysis as needed
  • Aggregate and communicate customer expectations vs IP performance
  • Support product development efforts with analysis to improve performance, positioning, and pricing of new products
  • Network and build productive relationships at conferences and shows

Requirements:

  • BSc. in industrial systems or materials science or applied chemistry
  • MSc. in process engineering or TQS would be a plus
  • 2-3 years of relevant business experience in the fluff or absorbent hygiene sector
  • Knowledge in pulp production, fiberization equipment, and QA/QC processes
  • Demonstrated ability to take initiative and manage multiple projects
  • Strong statistical background
  • Proficiency in Excel, Minitab, PowerPoint, and Database management
  • Experience in 6 Sigma or Lean Management an asset
  • Appreciation for diversity and capacity to manage differences in culture
  • Effective communication skills across time zones and different languages
  • Fluent English (C1 EU level)
  • Ability to travel extensively to all EMEA countries without restrictions

What We Offer:

At International Paper, we offer a dynamic and supportive work environment, opportunities for professional growth and development, and a competitive compensation package.