Job Description
Customer Technical Services (CTS) Specialist (Miamisburg, Quinnesec, or Escanaba)
Job description
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.
Qualifications
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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Personal qualities
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
Application information
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.
Click here to apply for the job!
Do you want to help create a sustainable future through your work?
At Billerud, we are fully committed to reduce our and our customers carbon footprint by offering high-performance paper and packaging materials. We are convinced that the right solutions can be important toolsto help fight climate change. That's why we see it as our responsibility to enable the best packaging choices, for a better tomorrow.
Our proud history in the forestry and paper industry goes back more than 150 years. Since then, we've grown to what we are today: a world leading company in high-performing paper and packaging materials - passionately committed to sustainability, quality, and customer value. Our materials are the basis of packaging and paper products used by millions of people around the world, 24 hours a day, all year round.
We serve customers in more than 100 countries through our three business areas Liquid Packaging Board, Paper and Paper Board. Our nine production units are located in Sweden, USA, and Finland and we have around 6,000 employees in 19 countries. Our annual turnover is approximately SEK 43.5 billion and the share is listed on Nasdaq Stockholm. At Billerud we always put safety first, care for each other, and do what we say.
Join us in redefining sustainable packaging and drive meaningful change for a better tomorrow.
Verso Corporation is an Equal Employment Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or status as an individual with a disability.
