Customer Service Supervisor

Graphic Packaging International Spain SA; Atlanta (GA); On-site; USD 80,000 - 107,000; Full time

Job summary

Graphic Packaging International is seeking a Customer Service Supervisor to lead a team of 3+ direct reports and manage customer accounts through the supply chain process, aligning service with business goals. You will respond to inquiries, resolve issues with urgency, and collaborate with internal teams to optimize order fulfillment.

Responsibilities include directing daily operations, maintaining accurate communications, and driving continuous improvement across the customer service function

Qualifications

• BA degree or related work experience.
• 5+ years customer service experience, with internal/external customers.
• 2+ years leading a team.
• Knowledge of global supply chain basics (demand planning, supply planning, warehouse, transportation).
• Manufacturing or packaging industry experience preferred.

Responsibilities

• Direct, guide, and mentor 3+ direct reports.
• Ensure on-time, in-full order fulfillment and accurate communications.
• Maintain relationships with customers, sales, supply chain, and operations.
• Coordinate resources and daily priorities to meet objectives.
• Participate in cost savings and continuous improvement initiatives.

Skills

Customer focus

Integrity

Communication

Time management

Team-oriented

Microsoft Office

Data accuracy

Problem solving

Advanced computer skills

Education

BA degree

Tools

SAP

QAD

Excel

Word

PowerPoint

Outlook

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.

If this sounds like something you would like to be a part of, we’d love to hear from you.

A World of Difference. Made Possible.

JOB SUMMARY:

This position is responsible for supervising a team of customer advocates while proactively managing customer accounts through the utilization of the supply chain process, technologies, tools and for supporting tactical and strategic decisions regarding those accounts daily. Balance customer needs with business objectives. Develop and maintain relationships with direct reports, customers, sales, supply chain and operations through superior service and communication.

The Customer Service Supervisor must respond to and resolve customer inquiries and requests by recommending actions with a high degree of urgency and accuracy, acting as an escalation point when required. The candidate should work well in a team environment guided by individual, team, and business goals. This individual will interact positively and professionally with direct reports as well as internal and external customers. An understanding of the critical balance between business goals and customer expectations is an asset for this candidate. They understand and align business operations and Customer Service, as he/she executes their role to exceed customer expectations and align with GPI business, cultural, financial, and operational objectives.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Direct, leverage, and guide the work of others mobilizing resources as required
• Responsibility for three or more direct reports
• Responsible for the monitoring and achievement of the operational results for their area of responsibility
• Responsible for people management actions such as hiring, terminating, rewarding, training, and developing employees
• Coordinates resources and sets daily priorities for the team to ensure task completion and operational objectives are met
• Monitors daily operations of assigned team and complete performance reviews as required
• Provide accurate and continual communications to internal and external customers on any aspect of order fulfillment.
• Order and inventory management based on forecast and other modeling.
• Manage on time and in full shipments.
• Project management for our external customers (developing new business with existing customers).
• Participate in Cost Savings and Business Improvement Initiatives to deploy continuous improvement.
• Develop strong relationships with internal and external customer contacts.
• Liaison between GPI and our customer on all aspects of account management.
• Tactical use local ERP system transactions and processes as required for assigned Customer related reporting, SharePoint and order management tools to meet customer needs.
• All other duties as assigned.

Required Skills:

• Demonstrate and consistent adherence to our core values
• Customer focus, Integrity, Composure, Action-oriented, Team-oriented, Accountability, and Learning agility
• Positive and collaborative interpersonal skills
• Effective communication, both written and verbal across all levels of the organization
• Must be able to multi-task, prioritize effectively, and show strong time management skills in a fast-paced business environment
• Knowledge and demonstrated use of Microsoft office--Excel, Word, Power Point, and Outlook
• Demonstrated analytical skills with data accuracy
• Demonstrated ability to apply proactive and critical thinking skills to problem-solve
• Advanced computer skills preferred
• SAP and/or QAD experience is preferred
• Manufacturing or packaging industry experience preferred.

Background/Experience:

• 5+ Years successful customer service experience, along with a proven track record of accomplishment in working in an environment servicing internal and external customers.
• Basic knowledge of a global supply chain (demand planning, supply planning, warehouse and transportation, manufacturing).
• 2+ Years experience leading a team.

Safe Quality Food Responsibilities:

• Follow all Plant rules, Processes, Hygiene, and Allergens procedures, related to production of Safe Quality Foods.
• Report to person of authority to record any potentially unsafe conditions which may result in unsafe foods or noncompliance to SQF related procedures.
• Participate in SQF Root Cause and Corrective Actions (from customer complaints, SQF audits, validation, and verification activities) as required.
• Follow all procedures related to producing Safe Quality Foods (SQF).
• Report any potentially unsafe SQF conditions or customer complaints to a person of authority to record and/or correct the situation

Education & Experience:

BA degree or related work experience required in lieu of degree.

Disclaimer

The candidate must be able to perform the essential functions of the position satisfactorily, with or without a reasonable accommodation. Graphic Packaging retains the right to change or assign other duties to this position.

Career Level

Emerging leader, highly experienced

Competencies

• Business Acumen
• Curiosity
• Interpersonal Skills
• Influence Skills
• Self-Starter
• Negotiation Skills
• Organization Skills
• Results Oriented

Pay Range

$80,300.00 - $107,100.00

Pay Range: $80,300.00 - $107,100.00

Graphic Packaging is an equal opportunity employer and abides by all applicable federal, state provincial and local laws with respect to the recruitment and hiring process. We are committed to an inclusive, barrier-free recruitment and hiring process free from discrimination or harassment based upon race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Should you require an accommodation for a disability, please contact your Human Resources representative or email [e-mail].

Recruitment Agency Partnership Notice

We value partnerships and maintain a strict process for engaging external agencies. Due to compliance requirements, we do not accept unsolicited resumes. Agencies must be fully onboarded and have an active, executed agreement in place with Graphic Packaging to submit candidates for open positions. Any unsolicited resumes will be considered the property of Graphic Packaging, and no recruitment fees will be owed.