Functional Head Customer Service (Paper Business)

We are looking at someone who can lead product innovation and customer-focused development across copier, writing and printing, specialty, and packaging paper segments. Responsible for driving new product development, designing optimized fiber and chemical formulations, and ensuring successful trials and commercialization of new grades. Collaborate closely with Sales, Exports, Production, CPS, Pulp, and Quality teams to deliver customized customer solutions, enhance product performance, and expand the value-added portfolio. Drive continuous improvement through sustainable product innovations, process optimization, and adoption of global best practices to strengthen market competitiveness and customer satisfaction.

Key Roles & Responsibilities:

New Product Development & Innovation:

1. Lead development of new paper grades (Copier, Writing & Printing, Specialty, Packaging)

2. Drive value-added product portfolio expansion aligned with market demand

3. Identify opportunities for premiumization and differentiation

Product Design & Formulation:

1. Develop fiber mix and chemical formulation for new grades

2. Optimize product characteristics such as GSM, bulk, brightness, stiffness, opacity

3. Ensure compatibility with existing PM capabilities and CPS systems

Trial Planning & Execution:

1. Plan and execute lab trials, pilot trials, and machine trials

2. Coordinate with PM, CPS, Pulp, and Quality teams for trial runs

3. Analyze trial data and finalize commercial feasibility

Market & Customer Alignment:

1. Work closely with Sales, Exports, and Customer Service teams to understand requirements

2. Develop customer-specific solutions and customized products

3. Support key customers with technical product positioning

Commercialization & Scale-Up:

1. Ensure smooth transition from trial stage to commercial production

2. Standardize product parameters and establish SOPs for production teams

3. Ensure consistency in quality and performance in bulk production

Continuous Improvement & Innovation:

1. Develop eco-friendly and sustainable paper products (recycled fiber, low chemical usage)

2. Drive innovation in coating, surface treatment, and specialty additives

3. Benchmark with global best practices and competitor products

Critical Competencies/ Education/Certifications:

Education:

- M.Tech in Chemical/Paper Technology or PHD in Paper/Chemical

Critical Competencies:

- Product Innovation & Commercialization

- New Product Development Lifecycle Management

- Product Cost Optimization

- Regulatory and Quality Compliance

- Domain Knowledge of Pulp & Paper