Senior Manager, Global Customer Service Expert

2 days ago

Jacksonville, Florida, United States RYAM Full time
About RYAM

RYAM is a global leader in cellulose-based technologies, offering high-purity cellulose specialties and a range of products for paper and packaging markets. With operations in the U.S., Canada, and France, the company employs approximately 2,500 people and generates around $1.4 billion in revenues.

Our Mission

We aim to be the world's leading manufacturer of renewable products, including paper, packaging, and high-purity cellulose. To achieve this, we're seeking talented professionals who can contribute to our mission and advance our vision.

Key Responsibilities
  • Expert in the SAP order-to-cash process, identifying and improving inefficiencies in order receipt to customer delivery, customer forecasting, order solicitation & entry, order fulfillment, invoice generation, and payment collection.
  • SAP S4 HANA power user, developing processes to closely measure and monitor customer order patterns, consumption trends, and requirements to assist Customer Service Representatives (CSRs) and Sales in engaging with customers.
  • 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 CSRs to proactively identify customer order misalignment with forecast and RYAM sales goals.
  • Ensure all necessary information flows properly between CSRs, agents, credit management, SIOP team, production planning, shipping, and customers, assisting CSRs in troubleshooting conflicts between customer needs, plant schedules, and credit.
  • Ensure CSRs 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 arising from 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 CSRs 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 KPIs to ensure orders are entered with correct prices, volumes, terms, and delivery schedules.
  • Optimize the interaction between CSRs and Credit to monitor the status of customer credit worthiness or credit problems, accommodate new business, or address delinquencies in a timely manner.
  • Ensure correct invoicing and final document distribution procedures are in place for all orders and order types, scheduling 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 all global CSRs are trained to proactively assist sales and customers by completing appropriate 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 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, assisting in resolving systems problems and training other CSRs on all IT systems, identifying 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.

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