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Billerud North America

Sustainability, Quality, and Customer Value.

Account Specialist

Customer Service

ID: 80-382

Job Description:


The Account Specialist I position is a full time, entry level position in the customer service organization.   The Account Specialist serves as the primary, day-to-day contact for a specific customer base within a sales channel.  The Account Specialist must cultivate a strong relationship with their customers to drive sales (mix and volume), customer confidence, and manage the entire order to cash process for their accounts. This position requires an individual who is team oriented and actively contributes to our company’s success. The account specialist will also have opportunity to carry out various projects and to progress through multiple levels within the customer service organization or within the company.


Key Accountabilities:

  • Develops and maintains effective relationship with our customers.
  • Manages the customer experience by finding customized solutions to meet their needs; this includes managing inquiries, order placement, shipment tracking, and delivery confirmation. Ensures customers have a positive experience when doing business with Verso.
  • Collaborates with sales partners on strategy to attain monthly/quarterly/annual volume & margin goals.
  • Anticipates future customer needs by leveraging internal tools/resources, customer interaction and account knowledge.
  • Partners with planning and scheduling, logistics, sales and marketing, and finance departments to manage all day-to-day customer-facing activities and issue resolution.
  • Is an active/collaborative member of the Verso team.
  • Researches customer complaints, settles customer disputes and processes corrective actions.
  • Obtains competitive market intelligence that may aid in developing sales strategies to increase market share.
  • Acts as liaison between customer and multiple departments in order to successfully service accounts, including pricing, logistics, planning, and sales.
  • Works with Sr. team member and/or Supervisor or Manager to resolve complex customer issues.

Required Skills

Minimum Required Skills:

  • Good communication/interpersonal skills, organization skills
  • Thrives in a team environment
  • Adaptability and multi-tasking
  • Some customer service experience
  • Computer literacy using tools such as Outlook, Excel, Office Communicator or Lync, Citrix, Mercury Gate, and the Phone System

 Preferred Skills:

  • SAP system knowledge
  • Working in remote systems as required
  • Industry knowledge

Key Competencies:

  • Customer Focus
  • Nimble learning
  • Tech Savvy
  • Communicated effectively
  • Problem Solving

Required Experience

  • Bachelor’s degree in business or related field preferred
  • 1-3 years of experience in Customer Service, Planning, or Logistics preferred