The People of GP Cellulose: Meet Jana Naumova

At GP Cellulose, the customer comes first. And at the heart of this commitment is Jana Naumova, who leads our team of Customer Account Managers (CAMs) in Zug with dedication and expertise. Since joining Georgia-Pacific in 2016, Jana has continually sought to transform and improve the customer experience.?

Jana currently serves as a Customer Experience (CX) Manager, where she oversees a team of 12 CAMs. Her primary responsibility is ensuring that customers’ needs are met with care. The role is dynamic, complex, and never dull—much like the industry itself.? Her team navigates intricate logistics, coordinating shipments from the US to European customers. With a focus on being proactive, they anticipate needs, manage inventory, and respond swiftly to any issues that arise. To achieve this, the team is continuously trying to innovate. For example, they have recently made strides in digitization to streamline processes and enhance customer service efficiency.?

Building Strong Customer Relationships?

Jana and her team excel in forging and maintaining strong customer relationships by putting themselves in their customers' shoes. She encourages her team to focus on understanding the root causes of requests, actively listening, and ensuring all issues are resolved rapidly and respectfully.

"We view empathy and customer service as the perfect duo. It's vital for my team and me to put ourselves in the customer's shoes, demonstrate our understanding, and work diligently to find effective solutions to their problems," says Jana.

A memorable testament to their efforts came when a customer faced a looming material shortage. Jana's team quickly mobilized resources, coordinated logistics, and ensured a seamless supply chain to keep the customer's operations running smoothly.?

Jana emphasizes the importance of challenging the status quo with her team, encouraging them to be curious and innovative. This approach not only solves immediate issues but also fosters long-term relationships built on trust and reliability.?

Why GP Cellulose??

Jana finds immense satisfaction in working for GP Cellulose, thanks to our guiding philosophy, Principle-Based Management (PBM). Our values align with her personal values, particularly humility. These values serve as her compass, especially in her supervisory role, where she leans on PBM whenever in doubt. Jana also appreciates the opportunities for growth, collaboration with colleagues around the world, and the chance to guide her team toward excellence.?

A Passion for Customer Experience?

For Jana, the joy of working in customer experience lies in the diversity and challenge of her role. She thrives in an environment where she can continuously engage with different areas of the business, ensuring that every customer receives quality materials on time. Jana expressed that if the customer is happy, she is happy, and she relishes every opportunity to brainstorm and innovate with her team to continuously improve the customer experience.?

Life Beyond Work?

Outside of her professional life, Jana cherishes moments with her 2-year-old son and explores her love for travel. Italy holds a special place in her heart. Mostly recently she enjoyed a trip to Rome and Florence, and she is excited to return to Italy this fall.??

Jana Naumova is not just a leader at GP Cellulose; she is a driving force behind the sustained satisfaction and success of our customers. Her commitment to excellence and passion for customer service makes her an invaluable part of our team.??

Learn more about GP Cellulose’s commitment to customer satisfaction and success by visiting: Cellulose - Packaging & Cellulose | Georgia-Pacific (gppackaging.com) ?