Application Specialist

Would you like to join a global, growing company that innovates for a more sustainable tomorrow? UPM could be the team for you. We are frontrunners in developing renewable alternatives to fossil-based materials. Besides enabling both businesses and consumers make more sustainable choices, we strive to create a positive UPM experience for all our employees around the world. We live by our values - trust and be trusted, achieve together, renew with courage. Join us in creating a future beyond fossils

UPM Raflatac is seeking an Application Specialist in Mexico City, Mexico. This role involves managing daily claim activities, responding promptly to sales/customers regarding product defects or performance issues, and reviewing test results of claimed defects. Responsibilities also include classifying short claims, entering and verifying data in ICS, handling claim samples and documents, and reporting claims. The specialist will act as the communicator and customer voice within all departments concerning claims and inquiries.

Greetings from your future manager
- I am excited to welcome a new Application Specialist to our Claims Team at UPM Raflatac. Our commitment is to attain high levels of customer satisfaction by providing exemplary products and service. As an Application Specialist, you will resolve customer claims, track returns, and address quality issues. You will work with our quality, laboratory, and supply chain teams to implement solutions. Ready to enhance the UPM Raflatac Customer Experience? Join us and make a meaningful impact_- Lisa Decarlo, Application Engineering and Claims Supervisor

What you will do
- Coordinate complaints and remarks
- Evaluate test results to determine cause and work closely with the Coating Quality Engineers on corrective actions. Follow up claim trends and preventive/corrective actions
- Maintain regular communications back to customers regarding resolution of claims as well as the communication back on any corrective actions
- Communicate with raw material suppliers on additional performance testing
- Maintains open communications with Product Development on product deficiency matters
- Evaluate all customer inquiries and direct to the right team within the company for more detailed and technical answers
- Customer visits as required
- Perform all activities in full compliance of all laws, safety, and environmental regulations, and in a manner consistent with company policies and procedures
- Perform all responsibilities consistent with the Roles and Responsibilities defined in the company’s OHS Standards and Guidelines

Who you are
- You have a university degree in a relevant field, min. 5 years of experience in a similar role or field
- You have a customer focus
- You communicate effectively
- You can plan and align activities to see a project through to completion
- You have experience or knowledge of the packaging or labelling industry
- You have the capability to train others and transfer knowledge
- You have experience working in a team setting
- You are fluent in English and Spanish

This is what we offer for you
- A meaningful job - We have an inspiring purpose ‘We create a future beyond fossils. Our work is impactful and transformative.
- A caring community - Our community is built on great team spirit and shared commitment. We care about each other and the well-being of our colleagues. We support the work-life balance of all our employees.
- Development opportunities - We offer you great opportunities to learn and grow throughout your career. We are an international, multi-business organization offering plenty of avenues for personal growth.
- Responsible employer - Sustainability is at the core of everything we do. We are committed to ambitious, science-based sustainability targets in all areas from climate change to biodiversity. We foster diversity and inclusivity, offering a work environment in which everyone can be themselves.
- Comprehensive benefit package: UPM’s benefit package includes medical, dental and vision insurance, paid time off and a 401(k) retirement plan.

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Additional information

Location: Sentura, Tlalnepantla

Travel requirements: 10%

Workplace type: On-site

UPM North America is an Equal Opportunity Employer.

UPM Raflatac in brief (2024) UPM Raflatac offers high-quality self-adhesive paper and film products including label materials, graphics solutions and removable self-adhesive products. We operate 12 factories and deliver our innovative and sustainable products through our global network of distribution terminals. We are one of UPM’s growth businesses and employ around 3,100 people. Our sales reached almost EUR 1,5 billion (USD 1,6 billion) in 2023. Find out how we are labelling a smarter future beyond fossils at


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