Clearwater Paper Corporation

  • Director of Customer Service

    Req No.
    Location : Location
  • Overview

    Clearwater Paper Corporation (NYSE: CLW) is a $1.7B manufacturer of quality consumer tissue, away from home tissue, parent roll tissue, bleached paperboard and pulp at its 12 manufacturing and converting locations across the nation. The Director, Customer Service for our Consumer Products Division (CPD) leads a team of 2 direct and 7 indirect Customer Service Associates and is the principle customer advocate to Clearwater Papers diverse retail and Omni channel customers for a business generating approximately $950M in revenue across 5 manufacturing sites. This role will build and maintain credibility with our customers by serving as the face of the company accountable for executing monthly, quarterly, and annual customer plans through cross functional interactions with sales, manufacturing, production planning, and transportation.  As the critical link and “voice of the customer” to the CPD division, this role will develop and deliver customer satisfaction metrics ensuring customers view Clearwater Paper the preferred strategic long term supplier.


    Strategic Leadership

    • Establish and define key customer service/satisfaction metrics in collaboration with planning and sales; lead development, deployment, and performance monitoring to position Clearwater Paper as a preferred supplier to a broad retail customer base
    • Proactively recognize, escalate, manage, recommend and deploy countermeasures to mitigate risks and bottlenecks resulting in financial (service fines) and other (poor customer satisfaction scores) customer costs associated with service and delivery performance
    • Develop (in collaboration with planning, sales, and manufacturing) proactive action plans to support achievement against monthly, quarterly, and annual revenue and volume forecasts, customer priorities, and P&L expectations
    • Develop team through execution of performance management programs (goals and objectives, individual development, and career development)

    Customer Advocacy & Relationship

    • Develop and deploy programs and processes balancing customer inquiries, complaints, and service level expectations across diverse customer base; develop segmentation and issue escalation/resolution for strategic accounts
    • Integrate and consistently monitor customer service/satisfaction issue resolution metrics, recognizing opportunities to drive revenue and P&L results; balancing financial impact with customer service/satisfaction implications
    • Lead and communicate customer segmentation based on sales strategies, cost to service, network optimization, and SKU optimization
    • Establish self and team as customer advocate through proactive consistent communication, issue identification, timely resolution with proactive feedback


    Cross Functional Collaboration

    • Establish and define balanced philosophy as a customer advocate and business partner through collaboration with sales, manufacturing, planning, and finance to drive overall productivity and profitability
    • Coordinate with IT and planning to develop and manage systems, tools, and processes to identify and capture customer issues, identify bottleneck trends, and develop timely countermeasures to sustain target customer service levels


     *This is not a call center position*


    Education and Experiences

    • Bachelor’s Degree in Business Administration, Operations Management or related field required; Master’s Degree preferred
    • 10+ years of increasing experience in customer service, customer relationship development and management; preferably in consumer products
    • 5+ years of customer service team leadership; managing geographically dispersed teams
    • Experience with JD Edwards ERP preferred
    • CRM experience preferred


    Competencies and Abilities

    • Strong understanding of critical financial levers in production, manufacturing, logistics operations and impact on customer relations
    • Demonstrated ability to lead in a matrixed and highly collaborative environment to influence and drive process and change management
    • Demonstrated abilities to identify and lead process improvement events (Lean, Kaizen) leveraging data to drive business/customer decisions, process improvement recommendations/implementations
    • Exceptional communication skills (written and verbal); leading and presenting complex materials for various audiences
    • Demonstrate high degree of professionalism focused on issue de-escalation and resolution
    • Current knowledge and proficiency with MS Office
    • Ability to work proactively in an anticipatory manner; with ability to establish and execute direction across teams
    • Able to think strategically; act tactically; hands on; operate with sense of measured urgency


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