Customer Service Specialist

At Sylvamo, we’re a team on a mission. Joining us, you’ll be helping to sustain forests and renew ecosystems, while delivering on the promise of paper to educate, communicate and entertain the world. Come grow with us!

Customer Service Specialist

Position Description:

The Customer Service Specialist works in Production, Scheduling and Distribution (PS&D) department and is responsible for a variety of functions that ensure successful production schedules are developed and maintained while keeping customer focus in mind. The candidate will work in a team based environment. The position is a Position Level (PL) 5.

Duties and Responsibilities:

Major areas of responsibility include, but are not limited to:

• Support the safety, quality, engagement, and operational excellence goals of both PS&D and Customer Service. Participate in all safety related initiatives
• Work with operations managers and the supply chain to optimize Paper Machine, Sheeter and Rewinder schedules (efficiency, waste reduction, packaging, and schedule adherence)
• Planning and scheduling of the Rewinder operations for both production and salvage rewinding
• Ensure timely planning and scheduling of customer orders for on-time shipment
• Analyzing orders for delivery and providing solutions where needed (ex. Facilitate correction of short customer specific roll orders)
• Managing Non-Conforming Product (NCP) utilization in conjunction with the supply chain: applying NCP product to future orders or transferring to stock
• Manage daily operations update calls with supply chain
• Work with supply planning group to optimize or trim setups and correct errors
• Collaborate with Paper and Warehouse teams managing zero weight roll report
• Manage the order shortage and rewinder schedule reports
• Track make roll orders (initial scheduling to completion)
• Cross-train in Warehouse shipping and Sheeter materials replenishment functions

KEY Competencies

• Customer focus
• Ability to work well with managers, operators, suppliers and corporate teams
• Organizational skills
• Excellent verbal, interpersonal and written communication skills
• Self-disciplined and self-motivated
• Action oriented
• Problem Solving
• Priority Setting

EDUCATION/SKILLS

• Bachelor’s or Associate degree preferred
• Customer Service experience is a plus
• Strong computer skills including working knowledge of MS Office; proficient in

SAP, PPR OMEGA is a plus

• Ability to comprehend extensive production and operations schedules

Sylvamo partners with you and your family on your health and wellness journey. We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability, life insurance, and a generous 401(k) plan with matching company contributions, and more. Sylvamo is here for all stages of life. We also offer paid time off and paid holidays per year.

The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.

Sylvamo is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.