Customer Relationship Manager

Pay Rate:

$86,800 - $115,000

Multiple factors, including Individual experience, skills and abilities will determine where an employee is ultimately placed in the pay range. Variable pay may provide additional opportunities for financial awards. This job is eligible to participate in IP’s annual incentive plan.

 

Category/Shift:

Salaried, Full-Time

 

Physical Location:

Memphis, TN 38197

 

The Job You Will Perform:

The Global Cellulose Fibers (GCF) Customer Relationship Manager will report to the GCF Global Sales Director. The position is designed to assist in commercial sales related activities, facilitate strategic business initiatives primarily for Latin America.

• Utilize resources from both the customer and IP to focus on profitability, innovation, cost savings.
• Interact with multiple International Paper teams and possibly customer teams to aid IP’s growth with the customer in different markets.
• Monitor, recommend and implement ways to improve processes, which meet and/or exceed external and internal customer expectations
• Solid understanding of products sold to our customer, business portfolio, current products, go-to-market strategy, manufacturing strategy, and supply chain and how those relate to GCF products sold.
• Develop deep customer knowledge and relationships by actively participating in customer meetings, while also maintaining frequent customer contact. This includes fulfilling contract commitments, driving value initiatives, and staying informed about market intelligence.
• From time to time, there will be requirements of facilitating intensive hyper-care calls and activities with the customer and our functional teams to alleviate stockouts
• Support the full sales pipeline and cycle from customer prospecting, setup, planning and forecasting, to order execution oversight, and exception escalation
• Support building and maintaining account plans, briefings, and customers profiles
• Maintain a full understanding of the GCF Customer Pricing Model and provide details for pricing analysis for select accounts
• Collaborate with the customer, customer service, and S&OP team to manage short and long term forecast. Properly align IP volume commitments with the customer and communicate back to the business in case of needed adjustments. Monitor forecast accuracy metrics and actively work to improve % of accuracy.
• Responsible for working with finance/rebate team to set up rebates and provide reports on status.
• Collaborate with Order to Cash team to ensure timely invoicing, collection of receivables and payment application. Responsible for select account initiative development and management including KPI’s.
• Collaborate with the Customer, Customer Service, CTS, Sustainability and Supply Chain to propose service level commitments, implement and manage/sustain.
• Deliver contract administrative support and contract volume reporting for select customers.
• Manage customer analytics i.e.; cost to serve, profitability for select customers
• Manage facilitation of trials and qualifications from a commercial perspective
• Develop/support customer volume and pricing forecasting, and customer pricing reporting and analysis
• Support evaluation and improvement of GCF’s value proposition to customers
• Support development of go-to-market plans and customer stratification
• Some travel, including to LatAm, may be required

 

The Qualifications, Skills and Knowledge You Will Bring:

• Native Spanish speaker and understandin