Purpose:

Are you interested in being part of an innovative team that supports Billerud’s mission to lead the way when it comes to challenging conventional packaging and business?  Our decisions are guided by the promise of creating a better tomorrow.  Building a future where lighter, stronger, more durable and sustainable packaging is the natural choice not only requires experience and expertise, but also takes dedication, teamwork and perseverance. This is a journey that we are making together with our talented staff and our customers.

 

Summary Description: 

The Customer Service Account Specialist is a key member of the Billerud customer service team, responsible for delivering exceptional service and proactive solutions to our customers. This full-time role supports assigned accounts by coordinating with internal teams—including sales, planning, logistics, and warehousing—to ensure smooth order processing and customer satisfaction. The Account Specialist builds strong relationships, understands customer needs and forecasts, and contributes to business growth through responsive and strategic service.

Key Responsibilities

• Manage all customer service activities for assigned accounts, including order entry, tracking, and issue resolution.
• Serve as the primary point of contact for customer inquiries and order updates.
• Accurately input and maintain order and customer data in internal systems (SAP or similar ERP, Salesforce, etc.).
• Communicate proactively with customers regarding pricing, delivery timelines, and order status.
• Collaborate cross-functionally with internal departments to ensure seamless service delivery.
• Monitor customer satisfaction and escalate concerns to management or sales as needed.
• Support resolution of complex issues in partnership with Senior Account Managers and leadership.
• Stay informed on market trends, customer strategies, and competitive intelligence.
• May require occasional travel to customer or mill locations.

Required Experience and Education:

Required Skills & Qualifications
Minimum Requirements:

• Bachelor’s degree and/or relevant customer service experience
• 1–3 years of experience in Customer Service, Planning, or Logistics.
• Computer literacy using tools such as Outlook, Excel, Office Communicator or Lync, Citrix, Mercury Gate, and the Phone System
• Proficiency in business systems such as SAP (or similar ERP), Salesforce.com
• Strong understanding of planning, logistics, inventory management, and demand forecasting.
• Excellent communication and organizational skills.
• Ability to work independently and collaboratively in a fast-paced environment.

Preferred Qualifications:

• Experience in the paper industry.
• Fluent in English and Spanish, both spoken and written.

Billerud NA is an Equal Employment Opportunity employer. All qualified
applicants will receive consideration for employment without regard to
race, color, religion, sexual orientation, gender identity, national origin,
protected veteran status or status as an individual with a disability.

Why us?

• Be part of a dynamic team within Billerud
• An opportunity to contribute to a more sustainable future
• Development and career opportunities
• Tuition reimbursement and certificate courses offered through partner schools.
• Performance-based bonus
• You can choose among three medical plans designed to help you and your family stay healthy (with virtual care options!).
• Generous 401K match including discretionary annual contribution
• HSA Contribution match with additional contribution for annual preventive exam
• Dental & Vision coverage
• Company paid Disability Coverage
• Wellness rewards program
• Prescription Benefits
• Employee Assistance Program
• Opportunity to hybrid working according to company standard

Our recruitment process may include interviews, recruitment test, reference
checks, and alcohol & drug testing.