Customer Relations Coordinator, Sustainability

Domtar is seeking a Customer Relations Coordinator for Sustainability in Fort Mill, SC. This role involves managing customer sustainability-related requests, coordinating responses across the company, and supporting the Global Sustainability team. Key responsibilities include overseeing customer surveys, maintaining a response database, and leading the awards program. A Bachelor's degree in sustainability or related experience is required, along with strong communication skills and knowledge of sustainability standards.
Customer Relations Coordinator, Sustainability

Job Summary

The Paper Excellence Group is a privately held manufacturer of pulp, paper, packaging, tissue and wood products, with a workforce of more than 21,300 in some 60 locations across the Americas and Europe.

Reporting to the Senior Manager, Sustainability Strategic Partnerships & Engagement, the Customer Relations Coordinator plays a key role in coordinating sustainability-related requests for information from the Group’s extensive customer base, working cross functionally across the company to ensure prompt, accurate, transparent responses. The position will also drive the Group’s awards and recognition program, while helping to support the Global Sustainability team on various projects.

Main Function
• Manage the Group’s system for responding to customer questionnaires and surveys
• Work cross functionally across the company to gain business insight to accurately respond to customer surveys
• Act as a subject matter expert on sustainability and help create company policies, procedures, and information as it relates to our customers
• Lead the awards and recognition program
• Work on various projects that will help the PEG Sustainability team

Responsibilities
• Manage the company’s responses to customer questionnaires and surveys by working cross-functionally to gather required information and meet customer deadlines. Approximately 300 requests/yr
• Coordinate with key stakeholders within the Paper Excellence Group to provide prompt responses to customer sustainability requests, working cross functionally across the company to gain business insight to accurately respond
• Maintain database of responses to surveys and questionnaires for future reference
• Provide advice and guidance to sales account managers on how to frame sustainability issues with customers
• Maintain and improve internal survey policies and procedures
• Easily translate technical information into easily digestible content/messaging
• Identify opportunities for awards & recognition submissions, and complete related applications
• Complete research and benchmarking on Sustainability initiatives for our Customers, Suppliers and Competitors
• Manage outside questions and communications received through a general email box
• Ensure the companies messaging and product certification info is presented completely and accurately
• Assist in scheduling and coordinating sustainability committee meetings, including note taking
• Help maintain the sustainability section of the Group website

Education
• Bachelor’s degree in sustainability or related experience

Experience
• Experience in working with sustainability/ESG standards within the Pulp & Paper Industry is preferred

Expertise
• Excellent interpersonal, verbal, and written communication skills with the ability to build rapport and foster relationships with diverse individuals.
• Highly organized and detail-oriented, with an ability to manage multiple projects and priorities simultaneously.
• Able to respond appropriately to changes in direction or unexpected situations.
• Team player, working effectively with peers and supervisors.
• Proven success working in customer service environments, self-sufficient, results driven and detail-oriented customer service mindset.
• Proactive and intellectual curiosity that challenges status quo, business acumen and judgement.