Account Management Representative

UPM Specialty Materials is looking for two (2) Account Management Representatives to join their Customer Service team in Naperville, IL. The Account Management Representative is responsible managing customer relationships throughout the order lifecycle, ensuring accurate order processing, and delivering high-quality service. This role involves coordinating with customers and internal teams to resolve issues, manage inventory programs, and maintain efficient supply chain operations. The position also includes handling inquiries, processing complaints and claims, and contributing to continuous process improvement. 

Greetings from your future manager 

“I’m excited to welcome two (2) new Account Management Representatives to our team. As we continue to evolve and strengthen how we work together, we are focused on building a collaborative, engaging, and flexible environment where individuals can grow and make an impact. In this role, you will help elevate the customer experience, build trusted relationships, and support our diverse global customer base across the supply chain. You’ll partner closely with Sales Managers and cross-functional teams to ensure a seamless, consistent customer journey and deliver meaningful value. You will have the opportunity to understand customer needs, anticipate challenges, and provide proactive, customer-focused solutions. This is a great opportunity to contribute to our progress while expanding your network globally and growing your expertise in account management”. – Sarah Dembroski, Sales Director, Label & Release and Packaging, Americas. 

What you will do  

• Communicate with customers, throughout the order lifecycle, using independent judgment and discretion to resolve conflicts and solve issues as they arise  

• Efficiently perform the order management process including timely and accurate order entry, analysis of orders and communication of any capacity constraints  

• Maintain stocking programs including assessment of inventory levels and order replenishment  

• Field and process inquiries including questions related to the company’s product line  

• Coordinate and communicate with both the customer and internal partners with respect to service issues  

• Ensure efficient workflow within the supply chain with a focus on continuous process improvement and good collaboration  

• Effectively process complaints and claims  

Who you