Customer Technical Services (CTS) Specialist (Miamisburg, Quinnesec, or Escanaba)

Jobbeskrivning

Purpose:

What if you could go to work and contribute to a sustainable future? Billerud is a leading sustainable packaging materials and paper company. We are passionate paper makers committed to providing the best solutions to our customers. It is our goal to deliver a quality product, on time. We offer competitive compensation, full benefits, opportunities for growth and advancement, and an understanding that our employees make us successful.

If you are passionate about what you do and driven to do it well, there is a place for you at Billerud!

Summary Description:

The CTS Specialist manages the end-to-end process for customer quality claims, ensuring claims are validated, processed, and resolved in accordance with company policies. This role serves as a technical resource for both customers and internal teams, analyzes quality data, and drives continuous improvement in product performance. The position also supports month-end reporting and may act as the primary contact for select accounts, with growth potential into a CTS Representative role.

Kvalifikationer

Key Accountabilities:

• Review and validate customer-submitted samples and evidence to confirm claimed defects.
• Assess claims against company criteria and approve or deny based on established policies.
• Ensure timely, accurate, and compliant processing of all quality claims.
• Serve as a point of contact for customers regarding claim status, resolution, and follow-up.
• Provide clear, professional communication to internal and external stakeholders throughout the claims process.
• Compile, analyze, and distribute comprehensive month-end reports summarizing quality performance metrics.
• Track and escalate potential large claims for financial and SOX reporting implications.
• Assist in identifying recurring quality issues and collaborate with cross-functional teams to drive corrective actions.
• Act as the primary CTS contact for select local accounts, managing all aspects of their quality claim activity.
• Build and maintain key contact points with important customers to further strengthen Billerud’s overall customer support network.  
• Maintain accurate records of claims, evidence, decisions, and communications.
• Ensure all activities comply with internal standards, regulatory requirements, and audit protocols.
• Provide technical expertise to customers and internal teams regarding product quality defects and claims.
• Collaborate with manufacturing, sales, and technical teams to resolve complex issues.
• Pursue ongoing learning to stay current with industry trends, technologies, and best practices.
• Demonstrate readiness for advancement into CTS representative roles.
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Personliga egenskaper

Required Experience and Education:

• Demonstrated professional experience in manufacturing, pulp and paper, packaging, or printing technology (5+ years is ideal).
• Strong interpersonal and relationship-building skills.
• Strong communication skills-focused mindset with a commitment to resolving issue

Required Skills:

• Strong analytical skills with the ability to assess technical evidence and make sound judgments.
• Excellent written and verbal communication skills for reporting and customer interaction.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and experience with SFDC.    
• Detail-oriented with strong organizational and time management abilities.
• Ability to work independently and collaboratively across teams.
• Customer-focused mindset with a commitment to resolving issues efficiently and professionally.
  
  

Preferred Skills:

• Established relationships in the pulp, paper, and packaging or related manufacturing industries.
• Understanding of current and emerging trends in the industry
• Experience in a plant or operations environment
• Familiarity with SAP is a plus

Ansökningsinformation

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.