Customer Account Representative (Oak Brook, IL)

ND Paper, a leading paper product manufacturer in the US with approx. $1 billion annual sales, is a wholly owned subsidiary of Nine Dragons Paper (Holdings) Limited, the largest containerboard producer in China and Asia, with $10 billion annual sales.  We are an environmentally friendly company that manufactures various types of high-quality pulp, paper and paper-based packaging materials. Our mills in Rumford, Maine and Biron Wisconsin are integrated paper & pulp facilities, and our mill in Fairmont, West Virginia is one of only three in the world that produces air-dried, recycled pulp. Our fourth mill in Old Town, ME produces softwood kraft pulp. We are proud of our 1400 dedicated employees, who together produce more than 1.2 million short tons of pulp & paper annually.

The Customer Account Representative will serve as the primary, day-to-day contact for a specific, customer base within a sales territory. The Customer Account Representative must cultivate a strong relationship with their customers to drive sales, and customer confidence, and manage the entire order-to-cash process for their accounts. The Customer Account Representative collaborates closely with the sales team to identify and capitalize on sales opportunities by leveraging their strong understanding of the competitive landscape. This role works closely with the order management teams to identify and implement supply chain solutions.

Job Responsibilities: 

• Demonstrate safety as a core value and establish a safe work environment by actively leading the safe execution of work
• Primary customer contact point for all order related inquiries and requests
• Develop and maintain effective relationships with our customers
• Manage the customer experience by finding customized solutions to meet their needs; this includes managing inquiries, order placement, shipment tracking, and delivery confirmation and ensuring customers have a positive experience
• Collaborate with sales partners on a strategy to attain sales goals
• Anticipate future customer needs by leveraging internal tools & resources, customer interaction and account knowledge
• Partner with planning and scheduling, logistics, sales and marketing, and finance departments to manage all day-to-day customer-facing activities and issue resolution
• Research customer complaints, settle customer disputes and process corrective actions
• Obtain competitive market intelligence that may aid in developing sales strategies to increase market share.
• Partner with Sales, OM and Operations teams to meet company goals and objectives. 

Attributes for Success

• Hard work – tackle each task with determination, passion and creativity; the willingness to put in whatever effort is required to successfully complete the job at hand
• Pursuit of Excellence – strive to consistently exceed expectations in our day-to-day work and outperform our competitors in the marketplace, regarding work and company achievements as a collaborative goal with the desire to go above and beyond
• Integrity - treat the company and teammates with upmost respect, operating on strong moral codes to drive company values and culture
• Sense of Urgency – drive forward each day with speed, agility, and flexibility to capture unrealized opportunities and avoid potential risks for the business
• Entrepreneurial Spirit – act like an owner, challenging the status quo, asking the right questions, and actively seeking ways to innovate and improve
• Adaptability – be fluid with ND Paper’s continuous evolution while driving change in a fast-paced environment, equipped with the ability to acclimate quickly.
• Servant Leadership – set an example by implementing meaningful leadership with heart, empathy, foresight and stewardship.

Experience Required:

• Business or related degree from an accredited post-secondary school
• Proven abilities in strong customer service skills and ability to build rapport with customers
• Effective handling of large volumes of data and being able to multitask to manage time constraints
• An ability to work independently and resolve issues with minimal guidance or supervision
• Ability to work in a fast-paced team environment with changing business needs
• Knowledge with SAP is a plus.

No unsolicited resumes - ND Paper does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume you submit to us will immediately become the property of ND Paper. If you would like to become a recruiter for ND Paper, please contact us and we will agree in writing to terms and the specific job roles for which you are authorized to recruit.