Customer Experience Manager

Job Description

Job Description

About PaperTech

PaperTech is a leading manufacturer of pressed paperboard packaging, providing customized dual-ovenable food trays and other high-quality products to customers in food distribution throughout North America. Our products are made of 90% or greater renewable sustainable materials. PaperTech is committed to environmental stewardship and is well-positioned to benefit from the accelerating shift away from single-use plastics. With accelerating organic growth opportunities, this is an exciting time in the company's history. We would love to have you as part of our team.

About the Role: As a Customer Experience Manager, you will serve as a vital link between the commercial team and our customers—driving data-informed decisions and ensuring an exceptional customer journey. This is a unified role for someone who thrives at the intersection of strategy, service, and internal collaboration. The ideal candidate is detail-oriented, customer-centric, and a natural problem-solver with a passion for delivering both business results and customer satisfaction through cross-functional teamwork.

Responsibilities: other duties may be assigned as needed

• Own all customer-related functions within the ERP (Plex), including account setup, order processing, and data maintenance. (Must have)
• Serve as the first point of contact for customer inquiries, delivering timely, professional responses and resolution. (Must have)
• Design and enhance customer service policies and processes to promote consistency, efficiency, and satisfaction.
• Support the customer forecasting process and manage forecast data to ensure alignment with production and supply chain planning.
• Collaborate cross-functionally with departments including Production, Supply Chain, Finance, and Sales to ensure seamless execution of the customer experience.
• Oversee accurate and timely order entry, confirmations, and customer acknowledgments in Plex.
• Manage order change requests and updates from both internal and external sources while safeguarding customer expectations.
• Build and sustain strong customer relationships through proactive, transparent communication regarding orders, timelines, and deliverables.
• Support and mentor customer service team members by sharing knowledge, assisting during peak periods, and driving continuous improvement.
• Proactively identify internal process improvement opportunities by partnering with cross-departmental teams.

Required Skills/Abilities

• Collaborative mindset with a strong team orientation
• Strong organizational and time management skills with proven ability to meet deadlines
• High attention to detail and commitment to data accuracy
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook, Teams)
• Strong verbal and written communication skills, including executive-level presentation abilities
• Analytical thinking and problem-solving skills
• Demonstrated customer-first mentality and adaptability in fast-paced settings
• Sales acumen and the ability to think both tactically and strategically

Preferred Qualifications

• Experience in commercial forecasting, pricing strategy, or account management
• Background working cross-functionally within commercial or customer-focused teams
• Ability to work independently and take ownership of outcomes
• Growth mindset: embraces feedback and seeks continuous improvement

Education and Experience

• Associate or bachelor’s degree preferred
• 3–5 years of experience in commercial operations, customer service, or pricing strategy

Physical Requirements

• Periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

PaperTech is proud to be an Equal Opportunity Employer. We base all employment decisions on qualifications, merit, and business need—without regard to race, color, religion, sex, age, disability, national origin, veteran status, or any other protected characteristic.

Employment at PaperTech is contingent upon successful completion of a background check and pre-employment drug screening (urine). Only qualified candidates will be contacted.

Job Type: Full-time