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 Accountabilities:

• 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:

• 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, sex, sexual orientation, gender identity, national origin, protected veteran status or status as an individual with a disability.

Why us?

At Billerud, you’ll be part of a collaborative, forward‑thinking team dedicated to shaping a more sustainable future. We’re committed to supporting your growth, well‑being, and long‑term success.

• Impactful Work – Contribute to meaningful sustainability initiatives.
• Career Growth – Access development programs and internal advancement opportunities.
• Education Support – Tuition reimbursement + certificate programs through partner schools.
• Competitive Compensation – Performance‑based bonus eligibility (role dependent).
• Comprehensive Benefits –
  
  • Multiple medical plans with virtual care options
  • Generous 401(k) offerings
  • HSA contribution match + additional preventive exam contribution
  • Dental & vision coverage
  • Company‑paid disability insurance
  • Prescription benefits
     

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