Job Description

Company description

Saica Group offers sustainable paper solutions for the manufacture of corrugated board and flexible packaging, promoting circularity in waste management. With more than 12,000 employees and a presence in 11 countries (Spain, France, Italy, Portugal, the United Kingdom, Ireland, Turkey, Luxembourg, the Netherlands, Poland, and the United States), Saica Group has four business lines: the production of recycled paper for corrugated cardboard (Saica Paper), waste management and environmental services (Saica Natur), the production of corrugated board packaging (Saica Pack), and flexible packaging (Saica Flex).

Job description

This is a 12 month fixed contract to cover for maternity leave


You will be reasonability for the day to day management of allocated customers, which includes raising orders, invoicing, managing reports and along with the Account Manager being the point of contact for all query types.


You will provide the highest levels of customer satisfaction by an efficient management of customer expectations through coordinating with all internal departments


In addition to this you will support our External Sales on E2E project identification and delivery


Specific Tasks / Accountabilities

Monitoring and management of the order intake to ensure fulfilment of specific requirements such as: minimum order quantities, prices, delivery times, origination costs payback, stock management, etc. Co-ordinate actions with other departments, such as logistic and production, to fulfil customer expectations on service (OTIF) and ad hoc assistance. Manage accounts assigned to him/her by the Regional Sales Director and Customer Service Manager with the aim of maximising their sales volume and profitability. Deal correctly with customer requests: pricing policy, claims, samples, sketches, specifications, offers, general information, website training. Be responsible of maintaining in the company Management System (SFSS, Endurance, etc) the most up to date information concerning our customers. Participate in the definition and follow up of customer account plans. Support the data collection for these plans. Attend meetings, together with Account Manager he /she works with, and the Regional Sales Director (Tier 1 meeting). Sustain the Groups Management System relating to the sales and commercial activity To attend and contribute to major customers review meetings. Participate actively in the problem-solving process when analysing customers claims related to Service issues/non conformities. Participate in the definition and be responsible of the implementation of working instructions aimed to improve the efficiency of the customer service team. To work with Plant management team to drive and improve customer satisfaction Complies with the SFX sales approach described in the SFSS manual. Use the business information systems of the company, to ensure maximum reliability of reporting for sound decision making. To report to key Account Manager and during Tier 1 meetings all potential sources of innovative solutions for our customers identified as a result of the fulfilment of their duty. To actively participate in his/her own training program definition and implementation, supporting new training initiatives and reporting any detected skills that would need to be reinforced for his/her own benefit. To promote, prepare and organise events for ensuring customer retention. To coordinate customer visits to his/her plant. Undertake any other duties as requested by their line manager in accordance with the scope and the responsibilities of the role

Skills, Qualifications & Attributes

Qualifications/training

Customer Service Training Soft Skills / Communication training Microsoft packages - especially Excel (level 2) and outlook SAP

Professional experience

Minimum 1 years' experience in a Customer Service role - Essential Experience in working in a manufacture environment - Desirable Experience in working in the food industry - Desirable

Standard Saica Competencies

Commitment to Saica

To direct own interests and behaviour towards the Company's needs and priorities, being identified with corporate values and contributing to the achievement of objectives.

Strategic Vision

Capacity to focus one's own actions on the global objectives of the company, the sector and the environment, applying procedures and technical and human resources according to company strategy.

People management and development


Impact and influence

Capacity to persuade, influence and convince others, encouraging their motivation so as to contribute to the achievement of defined objectives. Implies the ability to communicate a vision of the organisational strategy, making this vision look not only possible but desirable for the receivers of the information or interested parties.

Innovative and initiative

Capacity to contribute proposals for improvement of information, work and process systems, which are novel and go beyond traditional methods and ways of solving problems. The capacity to promote and guarantee the implementation of these improvement proposals will also be valued.

Analytical thinking

Priority Setting-Spends his/her time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.

Self-control

Stay calm and focused while achieving deadlines and aching targets

Team work

Can quickly find common ground and solve problems for the good of all; Can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; Is seen as a team player and is cooperative; easily gains trust and support of peers;

Client orientation

Is dedicated to meeting the expectations and requirements of internal and external customers; Gets first-hand customer information and uses it for improvements in products and services; Acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Health and Safety

To know, comply with and promote the Company's Occupational Risks Prevention policy, striving to anticipate and prevent accidents, with the aim of achieving zero accidents.

Other Requirements

This role is full time, Monday to Friday and is office based.


Occasional travel to customer sites may be required

Job requirements

You will enjoy working at Saica if you: Care: Are a team-player, support your colleagues and share your ideas It's important that you want an inclusive workplace that promotes and values diversity Value: Have high standards, want to achieve good quality and great service Challenge: You are self-motivated to improve and achieve. You are open and transparent, tell it as it is. Specific skills or experience requirements will be shown in the job description.