Customer Service & Operations Supervisor - Industrial Products

Reporting to the Product Manager, this role provides customer service support to customers, Sales Managers, and regional sales entities, both domestic and international. Responsibilities include responding to inquiries regarding products and services, entering and processing orders, addressing customer concerns, and coordinating returns for the pulp and paper industry. 

Key Responsibilities

• Prepare quotations for customers, Product Managers, and the sales team.
• Enter and expedite orders while maintaining accurate customer pricing, terms, conditions, and scope.
• Supervise and support team members to ensure effective performance and service delivery.
• Review customer orders for accuracy and completeness before order creation and release to manufacturing.
• Create customer orders in SAP and provide order confirmations to customers.
• Coordinate with vendors to fulfill order requirements.
• Partner with Logistics to coordinate delivery requirements and customer order needs.
• Communicate shipment details, delivery dates, and schedule changes to regional sales entities, Sales Managers, and customers.
• Maintain and reconcile customer consignment inventory, keeping agreement records and schedules current.
• Maintain agreed consignment and “make and hold” inventory levels.
• Provide backup support for the Customer Service Department as needed.
• Maintain documentation for quotes, customer orders, and purchase orders throughout the order process, including attaching records in SAP.
• Respond promptly to customer inquiries regarding ship dates, order status, and related requests.
• Code, approve, and submit invoices for freight, building supplies, and utilities.
• Order office and shop supplies.
• Attach inspection reports to purchase orders in SAP.

Qualifications

Education & Experience

• Associate degree or equivalent related experience.
• Two to four years of customer service experience.
• Knowledge of shipping terms and conditions strongly preferred.

Skills & Competencies

• Strong written and verbal communication skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• SAP and Microsoft Access experience preferred.
• Ability to comply with company policies, procedures, safety requirements, and confidentiality standards.
• Professional customer-focused approach with a strong sense of urgency and commitment to timely follow-up.
• Strong problem-solving, organizational, time-management, prioritization, and independent decision-making skills in a fast-paced environment.
• Ability to accurately complete and maintain required documentation.

Physical & Mental Requirements

This position is performed in an office and/or home-based remote office environment, with possible visits to mills and manufacturing facilities. The work environment may include exposure to varying temperatures, noise levels, dust, dirt, fumes, welding equipment, heavy-duty magnets, and manual or remote-controlled devices operated by radio signals.

Physical requirements may include sitting, standing, walking, bending, reaching, pushing, pulling, kneeling, stooping, crouching, climbing, ascending and descending stairs, and lifting up to 25 pounds. The role also requires visual acuity, mobility, hearing, manual dexterity, balance, the ability to work extended hours when needed, and the ability to wear required personal protective equipment. All essential functions may be performed with or without reasonable accommodation.