Customer Service Team Lead

What if you were given the opportunity and responsibility to make a difference? At International Paper, you control your destiny. We offer challenging assignments and total rewards in countries around the world. When we say infinite possibilities, we mean it. Apply now and join a community that improves people’s lives, the planet and our company’s performance by transforming renewable resources into products people depend on every day.

Customer Service Team Lead

Pay Rate:

$100,000 – $130,000

Multiple factors, including Individual experience, skills and abilities will determine where an employee is ultimately placed in the pay range.

Category/Shift:

Salaried Full-Time

Physical Location:

6400 Poplar Avenue

Memphis, TN

The Job You Will Perform:

The Customer Service Team Lead is part of the PSNA’s Containerboard Commercial Team. This role leads our Domestic Customer Service team providing superior customer experience to our open-market containerboard customers at the lowest delivered cost. This individual interacts with manufacturing, sales, finance, and supply chain to execute the business and supply plan.

Key Accountabilities

• Lead 8-10 direct reports (Account Executives and/or VMC Inside Sales Reps) by assigning and monitoring work and providing coaching and counseling
• Accountable for customer service and inventory management for the open market sales from order to cash for annual sales 1MM+ tons

• Collaborate and develop relationships with customers, sales, manufacturing, supply chain, and logistics to drive exceptional service, value, and optimal operations for the enterprise.
• Coordinate with supply planning and logistics to ensure consistent flow of product to customer locations and distribution centers during production and annual mill maintenance outages.
• Measure and monitor product flow through the entire supply chain (forecast, supply planning, production, inland and export transportation, inventory management to customer receipt and consumption for vendor managed consignment customers).
• Oversee the successful implementation of continuous improvement initiatives to meet the strategic goals of the business.
• Execute key business strategies including development of service models that meet customers’ needs efficiently.

• Measure and monitor key performance indicators and progress towards team goals.
• Align customer needs with the supply chain to ensure business goals are achieved.
• Support development and growth of direct reports through one-to-ones, goal setting, and development plans.

Key Challenges

• Ability to work under pressure on multiple issues at the same time and solving complex problems utilizing analytical and influencing skills.

• Manage technical awareness as well as customer relationships within supply chain timeframes

• Demonstrate a solid understanding of IP’s supply chain operating model.
• Manage customer location additions, service model implementations, and sourcing needs.
• Identify and execute value propositions to enhance service at the lowest cost to the customer base.
• Ability to staff and develop team
• Ability to be adaptable and agile when executing shifting business strategies engaging team and executing flawlessly
• Negotiate solutions among conflicting objectives
• Proactive identification of potential issues before they become major problems
• Managing complex exception management

The Qualifications, Skills and Knowledge You Will Bring:

• Containerboard business knowledge and supply chain experience
• Strong analytical and problem-solving skills
• Strong written and verbal communication skills
• IP operating model experience
• Broad organizational agility
• Previous leadership experience is a plus
• Key competencies required include:
  • Customer Focus  

• Drive for Results
• Problem Solving       
• Decision Quality

• Organizational Agility
• Planning
• Motivating Others
• Directing Others
• Negotiating
• Developing direct reports
• Managing Conflict
• Interpersonal Savvy

The Benefits You Will Enjoy:

International Paper offers a benefits package that includes health, welfare and retirement plans including Medical, Dental, Life insurance, Flexible Spending Accounts, Short-term and Long-term Disability, 401(k), Company-funded retirement contributions, Paid Time Off, Education & Development (including Tuition Reimbursement), Student Loan Repayment Assistance, and Voluntary Benefits including insurance for home, auto, vision and pets. 

The Career You Will Build:

Sales and Leadership training, promotional opportunities within a global company

The Impact You Will Make:

We continue to build a better future for people, the planet, and our company! IP has been a good steward of sustainable practices across communities around the world for more than 125 years. Join our team and you’ll see why our team members say they’re Proud to be IP.

The Culture You Will Experience:

International Paper promotes employee well-being by providing safe, caring and inclusive workplaces. We have team members all around the world with diverse backgrounds, experiences, and perspectives. These are our strengths. We are committed to creating a culture where all individuals are respected, valued, engaged and have an opportunity to do their best work every day. We invite you to bring your uniqueness, creativity, talents, experiences, and safety mindset to be a part of our increasingly inclusive and diverse culture.

The Company You Will Join:

International Paper (NYSE: IP) is the global leader in sustainable packaging solutions. With company headquarters in Memphis, Tennessee, USA, and EMEA (Europe, Middle East and Africa) headquarters in London, UK, we employ more than 65,000 team members and serve customers around the world with operations in more than 30 countries. Together with our customers, we make the world safer and more productive, one sustainable packaging solution at a time. Net sales for 2024 were $18.6 billion. In 2025, International Paper acquired DS Smith creating an industry leader focused on the attractive and growing North American and EMEA regions. Additional information can be found by visiting internationalpaper.com

International Paper is an Equal Opportunity/Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.  International Paper complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact reasonable.accommodations@ipaper.com or (877) 973-3919.
Memphis  TN  38197