#OPEN POSITION

#Customer Account Partner

Sustana is the leading manufacture of sustainably produced, premium recycled fiber and paper, utilizing post-consumer material to create high-quality, low carbon footprint products. We have 12 different locations across North America in three different segments of the pulp and paper industry (Paper, Fiber and Recovery). Since August 2023, we acquired Hanna Paper, now Sustana Recovery. Sustana Recovery is committed to providing wastepaper management solutions that meet the specific needs of each of their customers, ensuring that they have access to the most efficient and cost-effective wastepaper management solution for their unique requirements. With this strategic acquisition, Sustana is committed to continuously investing in the stability and the sustainability circle of its supply chain. This acquisition is in the process of contributing to a strong future for the sustainable pulp and paper solution industry in North America.

**Title:**Customer account partner
**Location:**Markham, ON
**Job type:**Full time

YOUR MANDATE

Sustana Recovery is seeking a dedicated and detail-oriented Customer Account Partner (CAP) to support our wastepaper operations across multiple functions. This role is responsible for providing exceptional customer service while supporting cross-trained responsibilities in logistics coordination and basic accounting support. The ideal candidate will be highly organized, communicative, and adaptable, with the ability to manage diverse tasks in a fast-paced environment.

In this position, you will serve as a primary point of contact for customers, ensuring timely responses, accurate order processing, and proactive issue resolution. You will partner closely with the following:

• Sales team to oversee the account

• Logistics and operations to support scheduling, transportation coordination, and shipment documentation

• Accounting team for invoicing support, data entry, and account follow-up tasks.

This multi-functional role is essential to maintaining strong customer relationships and seamless operational flow across the Recovery business.

BENEFITS

At Sustana, we offer our employees a benefits package including:

• Competitive Salary and a bonus program;
• Medical, Dental Insurance for employees and their families;
• Pension Plan;
• An employee assitance program;
• A vision care reimbursement program.

KEY RESPONSIBILITIES

• Serve as the main customer (buyer) and paper supplier contact for order entry, updates, inquiries, and issue resolution.
• Provide timely and professional customer/supplier communication verbal and written in a professional manner.
• Process orders accurately and ensure required documentation is complete and up to date.
• Support logistics functions including requesting service dates and working with operations to adjust with the customer when scheduling conflicts exist.
• Manage the 3rd party transportation process coordinating with carriers, and tracking shipments.
• Assist with shipment discrepancies, delivery, pick up or grade issues, and customer communication related to logistics.
• Provide accounting support such as invoice preparation, data entry, and assisting with customer account reconciliation.
• Maintain customer account information, service records, and documentation with accuracy.
• Collaborate with operations, logistics, and accounting teams to ensure smooth workflow and timely service delivery.
• Identify opportunities to improve processes, communication flow, and customer satisfaction.
• Support cross-trained responsibilities and have competent understanding of each team’s role.
• Actively communicate with key buyers ensuring we are meeting expectations and have resource options as additional slots/outlets are needed.
• Assist sales with the ongoing monitoring of inventory, providing feedback and guidance related to volume.
• Understand and remain current on the different paper grades as well as the recycled paper market.

QUALIFICATIONS

• A minimum of 5 years of experience in customer service, logistics, office administration, or accounting support is required.
• Strong communication skills and willingness to learn business processes and systems.
• Fully bilingual in French and English.
• Ability to follow instructions, prioritize tasks, and adapt to changing needs.
• Reliable, detail-oriented, and comfortable entering data accurately.
• Basic knowledge of Microsoft Office (Word, Excel, Outlook).
• Some system experience such as SAP, Oracle, or similar ERP preferred.
• Ability to work effectively with others in a team environment.
• Excellent analytical skills with strong attention to detail.
• Proven ability to train, coach, evaluate, and develop team members.
• Must follow safety guidelines and required PPE.

Sustana provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.