The transition of our pulp customer service and distribution logistics operations from Mannheim to UPM’s service hub in Wroclaw, Poland, was completed this autumn. All customers previously served by the Mannheim team are now fully managed by the new team in Wroclaw.
The transfer went well despite some challenges in the process. With the migration finalised, our full focus is now on improved service through training and process enhancements throughout the organisation.
The most visible change to our customers is the new centralised customer service e-mail address firstname.lastname@example.org that we use for all incoming enquiries independent of their nature. This allows us to manage enquiries in our CRM system where the entire Customer Service team benefits from full transparency of all issues and their status to serve our customers faster and better.
The dynamic Wroclaw team of nine customer service and logistics professionals has altogether over 100 years of experience in customer service and works using eight different languages.
Get to know the customer service team
Klaudia Konior, Pulp Customer Service Specialist: “I started working with UPM in 2020 as a Billing Operations Specialist in UPM Communication Papers business area. Since April 2022 I have been part of the Pulp Customer Service and Distribution Logistics team. Customer satisfaction is my highest priority, I am fully committed to taking part in all initiatives to develop our relationship management.”