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Title:  Customer Service Rep

Requisition ID:  7892-159
Location: 

Atlanta, GA, US, 30328

Category:  Supply Chain, Logistics and Procurement
Travel:  No Travel Required
Pay Grade:  91

 At Graphic Packaging International (NYSE: GPK), we produce the cereal box that may have held your child’s breakfast this morning, the microwaveable tray that heated your lunch, the paper cup that carried your coffee throughout the day, and the basket of those bottles of craft beer you may enjoy tonight! 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 care products. Headquartered in Atlanta, Georgia, we are a team of collaborative, innovative, passionate individuals who are committed to providing consumer packaging that makes a world of difference.

With almost 18,000 employees working in more than 80 locations in North and South America, Europe and the Pacific Rim, we strive to be an environmentally responsible leader 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. Learn more about us at www.graphicpkg.com.

Inspired Packaging.  A World of Difference.

MISSION / SUMMARY:

Provide excellent support to internal and external paperboard customers while minimizing GPI’s total supply chain cost.  Responsible for accurate and timely entering of customer orders into GPI systems, managing orders to final delivery, developing process improvements and continually demonstrating to customers GPI is their preferred supplier. Individual must initiate and/or implement corrective action throughout the fulfillment process as needed in order to optimize GPI customer service performance and achieve targeted performance metrics.  Individual will have daily contact with customers, sales, warehouses, transportation, manufacturing facilities, peers, management and other resources.

JOB FUNCTIONS: Job functions include, but are not limited to the following:

  • Partner with GPI’s internal plants and field sales personnel to strengthen GPI’s customer relationships through excellent communication and delivery of industry-leading service.
  • Help identify and negotiate mutually beneficial alternatives with customers.
  • Process demand requirements/orders for paperboard rollstock received via purchase orders from internal plants or external customers. Apply comprehensive knowledge of systems, procedures, customers, products and mill processes to perform a broad range of varied and demanding assignments.  Work is performed with minimal supervision and requires a high degree of empowerment, evaluation and judgment.
  • Review each purchase order thoroughly to evaluate and determine; validity of requirements, inventory availability, the most cost effective producing mill and paper machine, process to meet the requested delivery date given paper machine backlogs, availability of lowest cost ship mode and whether to engage finance in quantifying operating alternatives to maximize EBITDA.
  • Complete all post-order processing and fulfillment using two complex systems applications – SAP and Optivision
  • Engage demand planning schedulers to provide consultation/expert advice on best production time frame possible to meet requested delivery dates and ship via lowest cost ship mode.
  • Define problem, collect data, establish facts and resolve issues driven both by the mills not producing on time and the logistics/shipping team not having transportation equipment available as scheduled. Lead daily decision making with facts and cost analysis then follow-up with implementing departments to ensure successful execution.
  • Independently determine to execute width bill-down process when shipping one width while billing the customer for another width.
  • Evaluate timely disposition of thousands of tons shipped to the local warehouses due to lack of shipping equipment at time of mill production. Determine the load plan, execute shipment and manage each order to completion.  Communicate extensively with plants, external customers and GPI internal functional groups any delays and planned recovery efforts.
  • Analyze various reports (Near Term Schedule, Open Orders Report, CPD Plant space availability, in-transit, Daily Inventory, Shipped in Error) when making business decisions throughout the day.
  • Be proficient in freight weight restrictions required by law of all states in order to choose transportation shipping mode.
  • Interact on a real time basis with Logistics to procure shipping equipment, track loads, request POD’s, request ETA’s and report analysis to plants and customers.
  • Provide pro-active input to team meetings on customer status, feedback and improvement opportunities.
  • Use Microsoft Office tools and other software to document and communicate new approved processes and best practices
  • Perform other duties and functions as assigned.

BACKGROUND / EXPERIENCE:

  • 1-4 years of customer service experiences
  • Paper industry and manufacturing facility experience a plus

EDUCATION / KNOWLEDGE:

  • Bachelor’s degree in business, logistics or related field or equivalent work experience
  • Must have functional knowledge of ERP systems. ie, SAP, JD Edwards,
  • Advanced knowledge of Excel

SPECIFIC SKILLS:

  • Excellent customer service skill and focus
  • Work involves confidential and sensitive information. Discretion is essential.
  • Ability to work independently and maintain a positive, team-based attitude in a fast-paced environment
  • Demonstrated ability to plan, organize, collaborate and communicate with all levels of employees and management.
  • High capability to multi-task with attention to the details
  • Excellent verbal and written communication skills

Graphic Packaging is an Equal Opportunity Employer. All candidates will be evaluated on the basis of their qualifications for the job in question. We do not base our employment decision on an employee's or applicant's race, color, religion, age, gender or sex (including pregnancy), national origin, ancestry, marital status, sexual orientation, gender identity, genetic identity, genetic information, disability, veteran/military status or any other basis prohibited by local, state, or federal law. Click here to view the EEO is the Law Poster.


Required Experience






At Graphic Packaging International (NYSE: GPK), we produce the box you may have poured your child's cereal from this morning, the microwaveable tray that heated your lunch, the paper cup that held your coffee throughout the day, and the carrier of those bottles of craft beer you may enjoy tonight! 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 care products. Headquartered in Atlanta, Georgia, we are a team of collaborative, innovative, passionate individuals who are committed to providing consumer packaging that makes a world of difference.

With almost 18,000 employees working in more than 70 locations in North and South America, Europe and the Pacific Rim, we strive to be an environmentally responsible leader 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. Learn more about us at www.graphicpkg.com.

Inspired Packaging. A World of Difference.


Graphic Packaging is an Equal Opportunity Employer. All candidates will be evaluated on the basis of their qualifications for the job in question. We do not base our employment decision on an employee's or applicant's race, color, religion, age, gender or sex (including pregnancy), national origin, ancestry, marital status, sexual orientation, gender identity, genetic identity, genetic information, disability, veteran/military status or any other basis prohibited by local, state, or federal law. Click here to view the EEO is the Law Poster.


Nearest Major Market: Atlanta

Job Segment: Customer Service Representative, ERP, Field Sales, Customer Service, Sales, Technology