Customer Service Co-ordinator

Graphic Packaging International; Gateshead; On-site; GBP 26,000 - 34,000; Full time

Job summary

Graphic Packaging International is seeking a proactive Customer Service Coordinator to manage a portfolio of customer accounts, ensuring outstanding service and building strong relationships across internal and external stakeholders.

You will work closely with Planning, Production, Operations, and Sales to meet customer requirements, drive improvements, and support product launches, with a focus on accuracy in orders, pricing, and invoicing.

Qualifications

• Degree-level education or equivalent experience.
• Experience in customer service, account coordination, or customer-facing role.
• Excellent written and verbal communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to prioritize workload in a fast-paced environment.
• Experience within a manufacturing, packaging, FMCG, or similar fast-paced environment.
• Experience managing customer accounts and coordinating complex customer requirements.

Responsibilities

• Manage a portfolio of customer accounts and act as the primary contact.
• Process customer orders, call-offs, and requests accurately and efficiently.
• Build strong relationships with customers through excellent communication via phone, email, and face-to-face meetings.
• Collaborate with internal departments to ensure exceptional customer service and on-time delivery.
• Support product launches and account development activities.
• Monitor key account performance indicators and resolve issues proactively.

Skills

Customer service

Account coordination

Communication

Education

Degree-level education or equivalent

Tools

MS Office

Outlook

Excel

Word

Job description

At Graphic Packaging International, we produce the paper cup that held your coffee this morning, the basket that transported those bottles of craft beer you enjoyed last weekend, and the microwave tray that heated your gourmet meal last night. We’re one of the largest manufacturers of paperboard and paper-based packaging for some of the world’s most recognized brands of food, beverage, foodservice, household, personal care and pet products. Headquartered in Atlanta, Georgia, we are collaborative, diverse, innovative individuals who create inspired packaging while giving back to our communities.

With over 25,000 employees working in more than 130 locations worldwide, we strive to be environmentally responsible in our industry and in the communities where we operate. We are committed to workplace diversity and offer compensation and benefits programs that are among the industry’s best to reward the talented people who make our company successful.

A World of Difference. Made Possible.

About the Role

We are looking for a proactive and customer-focused Customer Service Coordinator to join our team. In this role, you will manage a portfolio of customer accounts, ensuring outstanding service delivery and building strong relationships with both internal and external stakeholders.

Working closely with Planning, Production, Operations, and Sales teams, you will play a key role in ensuring customer requirements are met efficiently while driving continuous improvement across your account portfolio.

Key Responsibilities:

• Manage a portfolio of customer accounts and act as the primary point of contact.
• Process customer orders, call-offs, and requests accurately and efficiently.
• Build strong relationships with customers through excellent communication via phone, email, and face-to-face meetings.
• Collaborate with internal departments to ensure exceptional customer service and on‑time delivery.
• Support product launches and account development activities.
• Monitor key account performance indicators and resolve issues proactively.
• Manage stock reserves and ensure account data, pricing, and invoicing information are accurate.
• Identify opportunities for process improvements and contribute to continuous improvement initiatives.
• Work closely with Account Managers to meet customer expectations and business objectives.
• Support colleagues and contribute to a collaborative team environment.

What we're looking for:

• Degree-level education or equivalent experience.
• Previous experience in a customer service, account coordination, or customer‑facing role.
• Excellent written and verbal communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to prioritize workload and work effectively in a fast‑paced environment.
• Strong problem‑solving and decision‑making abilities.
• Good commercial awareness and business acumen.
• Proficient in Microsoft Office, particularly Outlook, Excel, and Word.
• A positive, proactive, and customer‑focused approach.
• Experience within a manufacturing, packaging, FMCG, or similar fast‑paced environment.
• Experience managing customer accounts and coordinating complex customer requirements.

We're looking for someone who is:

• Reliable, accountable, and highly motivated.
• A strong team player with excellent interpersonal skills.
• Adaptable and able to perform under pressure.
• Analytical and solutions‑focused.
• Committed to delivering exceptional customer experiences.
• Passionate about continuous improvement and collaboration.