Job Title: Technical Customer Service Representative

Compensation $95,774 - $119,717 | VCP 10%

The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location, and internal equity. At ND Paper, it is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.

About Us

ND Paper, a leading paper product manufacturer in the US with approx. $1 billion annual sales, is a wholly owned subsidiary of Nine Dragons Paper (Holdings) Limited, the largest containerboard producer in China and Asia, with $10 billion annual sales. We are an environmentally friendly company that manufactures various types of high-quality pulp, paper and paper-based packaging materials. Our mills in Rumford, Maine and Biron Wisconsin are integrated paper & pulp facilities, and our mill in Fairmont, West Virginia is one of only three in the world that produces air-dried, recycled pulp. Our fourth mill in Old Town, ME produces softwood kraft pulp. We are proud of our 1400 dedicated employees, who together produce more than 1.2 million short tons of pulp & paper annually.

The Technical Customer Service (TCS) Representative, reporting to the Vice President of Marketing, supports products produced by ND Paper and delivered to customers facilities. The TCS representative will work closely with customers to troubleshoot performance issues and quality and transit damage complaints. In addition, the TCS representative will report back to the respective ND Paper production facility on findings providing all relevant information and samples.

Job Responsibilities:

• Demonstrate safety as a core value and establish a safe work environment by actively leading the safe execution of work.
• Travel to visit customers, converters and printers using ND Paper products.
• Troubleshoot paper quality complaints received from the customer facilities working in collaboration with the customer and ND Paper operations.
• Provide onsite customer coverage and recommendations for ND Paper trials as needed.
• Works closely with the individual sales directors to support customer requirements and provide feedback back to the sales directors.
• Support our customers on transit damage claims and with improvements to damage at the customer facility. Assist with damage claims at the warehouses as needed.
• Compile detailed information into a report for all customer visits.
• Assist customers with filing quality and transit damage claims, provide recommendation to the ND Paper manufacturing site and follow through to resolution.
• Work with ND Paper operations to improve the overall performance of ND Paper’s products. This includes site visit to ND Paper operations and hosting ND Paper Supervisors at customer locations.

Required Experience:

• 5+ years of experience in Technical Customer Service for the paper industry or with pressroom, converter, corrugator, or sheeting experience
• Ability to develop long term relationships with customers
• Excellent communication
• Proficient computer skills with Microsoft Office
• High School Diploma Required
• Ability to travel up to +60% with little notice

Attributes for Success

• Hard work – tackle each task with determination, passion and creativity; the willingness to put in whatever effort is required to successfully complete the job at hand.
• Pursuit of Excellence – strive to consistently exceed expectations in our day-to-day work and outperform our competitors in the marketplace, regarding work and company achievements as a collaborative goal with the desire to go above and beyond.
• Integrity - treat the company and teammates with upmost respect, operating on strong moral codes to drive company values and culture.
• Sense of Urgency – drive forward each day with speed, agility, and flexibility to capture unrealized opportunities and avoid potential risks for the business.
• Entrepreneurial Spirit – act like an owner, challenging the status quo, asking the right questions, and actively seeking ways to innovate and improve.
• Adaptability – be fluid with ND Paper’s continuous evolution while driving change in a fast-paced environment, equipped with the ability to acclimate quickly.
• Servant Leadership – set an example by implementing meaningful leadership with heart, empathy, foresight and stewardship.

ND Paper Benefits

We offer a comprehensive benefits package that includes:

• Medical, dental, and vision insurance as well as voluntary benefits such as accident insurance, hospital indemnity, and critical illness for you and your family.
• Financial protection benefits, including life insurance, disability insurance, and business travel accident insurance.
• Tax advantaged accounts such as Healthcare and Dependent Care Flexible Spending Account (FSA).
• Paid holidays, personal days, and vacation days to support work-life balance.
• A 401K retirement plan with a company match and annual fixed contribution.
• Wellness programs with incentives and an on-site clinic available at our Rumford and Biron location.

Enjoy competitive salaries, comprehensive health benefits, and paid time off. Discover more about our benefits and how we support our team by visiting 2025 Benefits. Come be a part of our team and grow with us!

Apply

Please submit your resume, and salary requirements to https://us.ndpaper.com/careers

No unsolicited resumes - ND Paper does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume you submit to us will immediately become the property of ND Paper. If you would like to become a recruiter for ND Paper, please contact us and we will agree in writing to terms and the specific job roles for which you are authorized to recruit.