Senior Manager Global Customer Service

About RYAM
RYAM is a global leader of cellulose-based technologies, including high purity cellulose specialties, a natural polymer commonly found in filters, food, pharmaceuticals and other industrial applications.
The Company also manufactures products for paper and packaging markets.
With manufacturing operations in the U.S., Canada and France, RYAM employs approximately 2,500 people and generates approximately $1.4 billion of revenues.
More information is available at ​om
RYAM's intellectual property and manufacturing processes have been developed over 90 years, resulting in unique properties and very high quality and consistency.
RYAM is consistently ranked among the nation's top 50 exporters and delivers products to 79 ports around the world, serving customers in 20 countries across five continents.
At RYAM, we're shaping the future of talent.
RYAM has a specific purpose…to be the world's leading manufacturer of renewable products, including paper, packaging, and high purity cellulose.
We want smart, innovative people who can find new ways to solve challenging problems.
We need talented professionals across multiple disciplines who want to contribute to the company's mission and advance its vision, while also shaping its future.
How you'll shape the future of Global Customer Service:
• Expert in the SAP order to cash process.
Identify and improve inefficiencies in order receipt to customer delivery, customer forecasting, order solicitation & entry, order fulfillment, invoice generation, and payment collection.
• SAP S4 HANA power user.
• Develop processes to closely measure and monitor customer order patterns, consumption trends, and requirements to assist Customer Service Representatives (CSR's) and Sales in their effort to engage and understand our customers' business needs.
• Partner with Sales to develop processes to improve customer forecasting in the IBP tool, ensuring forecast information is accurate and up to date.
• Ensure processes and tracking systems are in place to allow the CSR's to proactively identify customer order misalignment with forecast and RYAM sales goals.
• Ensure all necessary information is flowing properly between CSR's, agents, credit management, SIOP team, production planning, shipping, and customers.
Assist CSR's trouble shooting conflicts between customer needs, plant schedules, and credit as required.
• Ensure CSR's have an effective process and feedback loop to monitor inventory levels / usage for external warehouses, interface with plant production planning to manage inventories at appropriate levels and resolve problems that arise on all inbound or outbound warehouse movements.
• Periodically review consignment procedures and take action to improve service or operations.
• Monitor the complaint management process via Salesforce to ensure customer complaints are resolved to the satisfaction of both the customer and RYAM in a timely manner.
• Visit customers, warehouses, and plants as necessary.
• Provide process support to sales representatives and CSR's for new customer setup and pipeline opportunity updates in Salesforce, including pipeline data and reports as needed for sales representatives and product management.
• Develop and track KPI's to ensure orders are entered with correct prices, volumes, terms, and delivery schedules.
• Optimize the interaction between the CSR's and Credit to monitor status of customer credit worthiness or credit problems, accommodate new business, or to address delinquencies in a timely manner.
• Ensure that correct invoicing and final document distribution procedures are in place for all orders and order types.
Schedule periodic reviews of customer document requirements to identify opportunities to eliminate or automatically transmit required documents to customers and facilitate the setup of customer/RYAM EDI whenever possible.
• Ensure that all global CSR's are trained to proactively assist sales and customers by completing appropriate internal control documents and submitting them for approval.
This includes but is not limited to credit requests, trial and sample requests, sales agreements, new customer onboarding, sustainability surveys, etc.
• Own, develop, and maintain all customer service standard operating procedures and assist with ISO audits as required.
• Ensure global CSR's effectively coordinate with sales, technical marketing, and plant technical representatives to provide accurate and prompt detail of customer specification requirements during SAP material number creation and management.
• Ensure all pertinent customer master data is up to date in account transaction databases.
• Provide sales personnel with customer service reports using data from automated systems.
• Work with IT, when necessary, on system upgrades/enhancements.
Assist in resolving systems problems and training of other CSR's on all IT systems.
Identify new procedures, reports, inquiries that will improve customer service or efficiency of operations.
• Ensure compliance with RYAM policies and the Standard of Ethics and Code of Corporate Conduct in all business activities.
• Additional duties as assigned.
You'll be someone who can bring:
• Bachelor's degree.
• At least 10 years of customer service management experience in a manufacturing environment.
• Global experience managing employees / direct reports located in global regions remotely.
• Experience and proficiency with SAP S4 HANA order entry systems, forecast entry (ideally IBP), CRM management (ideally Salesforce), and computer applications (Office 365).
Knowledge of general sales and marketing practices and accounting and office management procedures.
Must have strong customer service, communication, organizational and interpersonal skills.
• Languages:
English is the minimum requirement, additional languages such as French or Spanish are a plus.
• Key traits:
proactive, action oriented, adaptable, patient.
Why you'll love working for RYAM:
• Competitive pay
• Medical, Dental, Vision
• Short term / Long term disability
• Bonus / Merit
• Life insurance (Company paid & Voluntary)
• Company paid Employee Assistance Program (EAP)
• Tuition reimbursement
• Wellness reimbursement
• Retirement plan
EOE/Vet/Disability
Come join the RYAM team! Our success is directly related to the success of our employees.
We strive to create an environment where every employee has an opportunity for personal and professional growth.
From skills training and leadership development programs to tuition assistance, we empower our employees to become highly-effective team members and advance their careers.
We offer formal training for professional development and world-class manufacturing skills.
RYAM also strives to create a positive work environment and a commitment to best-in-class safety performance.