Senior Global Customer Service Manager

2 weeks ago

Jacksonville, Florida, United States RYAM Full time
About RYAM

RYAM stands as a premier entity in cellulose-based innovations, specializing in high purity cellulose specialties, a natural polymer widely utilized in filtration, food production, pharmaceuticals, and various industrial applications. The organization also produces goods for the paper and packaging sectors. With manufacturing facilities across the U.S., Canada, and France, RYAM employs around 2,500 individuals and achieves approximately $1.4 billion in revenue. More information is available at

With over 90 years of expertise, RYAM's intellectual property and manufacturing techniques yield unique attributes and exceptional quality and consistency. Consistently recognized among the nation's top 50 exporters, RYAM distributes products to 79 ports globally, catering to clients in 20 countries across five continents.

At RYAM, we are committed to shaping the future of talent.

Our goal is to become the leading manufacturer of renewable products, including paper, packaging, and high purity cellulose. We seek intelligent, innovative individuals who can devise new solutions to complex challenges. We require skilled professionals across various disciplines who aspire to contribute to the company's mission and advance its vision while also influencing its future.

Your Role in Shaping Global Customer Service:
  • Act as an authority in the SAP order to cash process, identifying and enhancing inefficiencies from order receipt to customer delivery, including customer forecasting, order solicitation and entry, order fulfillment, invoice generation, and payment collection.
  • Serve as a power user of SAP S4 HANA.
  • Establish processes to meticulously measure and monitor customer order trends, consumption patterns, and requirements to support Customer Service Representatives (CSRs) and Sales in understanding our customers' business needs.
  • Collaborate with Sales to refine processes for improving customer forecasting in the IBP tool, ensuring forecast data is accurate and current.
  • Implement systems and tracking mechanisms that enable CSRs to proactively identify discrepancies between customer orders and forecasts aligned with RYAM's sales objectives.
  • Facilitate effective communication among CSRs, agents, credit management, SIOP team, production planning, shipping, and customers, assisting CSRs in resolving conflicts between customer demands, plant schedules, and credit issues as necessary.
  • Ensure CSRs maintain a robust process and feedback loop to oversee inventory levels and usage for external warehouses, coordinating with plant production planning to manage inventories effectively and address any issues related to inbound or outbound warehouse movements.
  • Regularly assess consignment procedures and implement improvements to enhance service or operations.
  • Oversee the complaint management process via Salesforce to guarantee customer complaints are addressed promptly and satisfactorily for both the customer and RYAM.
  • Conduct visits to customers, warehouses, and plants as required.
  • Provide process support to sales representatives and CSRs for new customer onboarding and pipeline opportunity updates in Salesforce, including necessary data and reports for sales representatives and product management.
  • Develop and monitor KPIs to ensure accurate entry of orders with correct pricing, volumes, terms, and delivery schedules.
  • Enhance the interaction between CSRs and Credit to oversee customer creditworthiness or issues, accommodating new business and addressing delinquencies promptly.
  • Ensure proper invoicing and distribution of final documents for all order types, scheduling periodic reviews of customer document requirements to identify opportunities for automation or electronic transmission of necessary documents.
  • Train global CSRs to proactively assist sales and customers by completing essential internal control documents and submitting them for approval, including 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 CSRs effectively coordinate with sales, technical marketing, and plant technical representatives to provide accurate and timely details of customer specification requirements during SAP material number creation and management.
  • Maintain up-to-date customer master data in account transaction databases.
  • Provide sales personnel with customer service reports utilizing data from automated systems.
  • Collaborate with IT on system upgrades/enhancements, assist in resolving system issues, and train other CSRs on all IT systems. Identify new procedures, reports, and inquiries that will enhance customer service or operational efficiency.
  • Ensure adherence to RYAM policies and the Standards of Ethics and Code of Corporate Conduct in all business activities.
  • Perform additional duties as assigned.
Qualifications:
  • Bachelor's degree.
  • A minimum of 10 years of customer service management experience within a manufacturing context.
  • Global experience managing remote employees and direct reports across various regions.
  • Proficiency with SAP S4 HANA order entry systems, forecast entry (preferably IBP), CRM management (ideally Salesforce), and computer applications (Office 365). Familiarity with general sales and marketing practices, as well as accounting and office management procedures. Strong customer service, communication, organizational, and interpersonal skills are essential.
  • Language proficiency: English is required; additional languages such as French or Spanish are advantageous.
  • Key attributes: proactive, action-oriented, adaptable, and patient.
Benefits of Working at RYAM:
  • Competitive compensation
  • Medical, Dental, Vision coverage
  • Short-term and Long-term disability
  • Bonus and Merit opportunities
  • Life insurance (Company paid & Voluntary)
  • Company-sponsored Employee Assistance Program (EAP)
  • Tuition reimbursement
  • Wellness reimbursement
  • Retirement plan
EOE/Vet/Disability

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