Administrative Customer Technical Service Representative

HR Administrative Customer Technical Service Representative

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! Pay Grade (PG): 11 Location: Memphis, TN

Position Summary

The North American Papers (NAP) Administrative Customer Technical Services (ACTS) Representative will assist the field technical service representatives in their responsibility for all customers purchasing and/or processing NAP grades in North America and Canada. This includes support for the following businesses: Envelope, Forms, Specialty, Uncoated Bristols, Imaging Papers and Printing Papers. The Administrative Customer Technical Service Representative (ACTS) plays a vital administrative role in supporting the Field Technical Service Team in ensuring customer complaints are brought to a successful resolution. In addition to supporting the NAP Business's and its customers, the CTS Team provides technical support to Global Supply Chain (Warehouses and Outside Converting Facilities) and to the Manufacturing Facilities (Eastover, Ticonderoga, Sumter, and Riverdale) producing uncoated free sheet for Sylvamo. This position ensures seamless coordination between customers, field representatives, and internal departments by managing documentation, scheduling, reporting, and customer communications. The ACTS helps maintain a high service standard and contributes to customer satisfaction by enabling efficient Technical Support operations.

Key Responsibilities

• Customer Relationship Management: Build and maintain strong relationships with key customers, ensuring their technical needs and concerns are addressed promptly.
• Technical Support and Troubleshooting: Provide low level technical support and troubleshooting for customers on product performance and application.
• Customer Communication: Serve as a point of contact for customer inquiries related to technical service scheduling and documentation. Ensure timely and professional communications with customers regarding service updates and feedback.
• Data Management and Reporting: Generate periodic reports on service activity, customer feedback, and performance metrics. Track and follow up on open service issues to ensure resolution.
• Cross-Functional Coordination: Liaison with production, quality, and logistics teams to support field representatives in resolving customer issues and opportunities. Coordinate sample shipments, product testing requests, and documentation flow between departments.

Required Skills & Knowledge

• Technical Expertise: Understanding of the commodity paper industry. Product specifications, and physical paper properties knowledge is a plus.
• Customer Service Orientation: Strong commitment to providing excellent customer service, with the ability to empathize with customers and address their needs effectively.
• Communication Skills: Excellent verbal and written communication skills.
• Project Management: Strong organizational skills to manage multiple field service opportunities simultaneously, ensuring timely completion and high-quality outcomes.
• Adaptability: Flexibility to adapt to changing customer needs.
• Analytical Skills: Proficiency in data analysis to interpret customer feedback, service reports, and product performance metrics for continuous improvement.
• Interpersonal Skills: Strong people skills to build and maintain positive relationships with customers, colleagues, and other stakeholders.
• Computer Skills: Proficient in Microsoft Office (Teams, PowerPoint, Word, and Excel). Knowledge of PPR Web Apps, SAP CRM, and Business Warehouse a plus.

Qualifications

• Education: Bachelor's Degree Required
• 1-3 years of experience in similar role
• 1-3 years of experience in industry or similar industries preferred

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.