Title:  Customer Service Supervisor

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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.

The Customer Service Supervisor for the Americas Beverage Division is directly responsible for leading a team responsible for the tactical and strategic processes required to service our internal and external customers.

This team will consist of three or more customer advocates assigned to a specific customer base and will function as a lead contact for those customers.

The Supervisor will ensure integrity and sustainability through excellent data management within SAP, process monitoring, and training practices.

Supervisors will continuously align the process with the Americas Operations, Sales, and the Sales and Operations Support Services group as they manage the overall order fulfillment and inventory management processes to exceed customer expectations and align with GPI business, financial and operational objectives.

Job Functions include but are not limited to the following.

• This position will facilitate close interaction and alignment across multiple functional areas, including manufacturing, logistics, sales, operations, planning, credit, data management, and customers (internal and external)
• Serves as the escalation contact for customer issues.
• Train and develop the customer advocates.
• Providing new hire orientation training for all potential customer advocates
• Providing feedback on and tracking the performance of customer-related tasks by the customer advocates.
• Responsible for regular 1:1s, personal development objectives, and evaluation of team through GPI performance management process.
• Providing specific training on the use of Microsoft Office, SAP, and order management techniques.
• Providing coaching and training on relationship management skills and communication behaviors.
• Monitor and manage the work schedules of the customer advocates. Establish and document customer account assignments and include back-up coverage.
• Ensure timely communication with internal/ external customer base. Help/ guide team to invest in relationships with our customers.
• Ensure compliance with all Company policies, procedures, and processes.
• Achieve all goals associated with cash flow for GPI.
• Develop strong relationships with the customer base of the local team through involvement in projects and meetings with customers and Sales or Operations.
• Prepares reports summarizing the assigned customer service team's performance.
• Identifies opportunities to update or improve customer service procedures and makes as needed.
• Other duties as assigned.

Education / Knowledge

• Bachelor’s degree preferred or equivalent work experience in related field.
• Experience and/or certification in Lean Six Sigma, 5S, Kaizen and value stream mapping preferred.
• Experience working with SAP, QlikCloud
• Advanced Excel experience 
• Experience leading a team. 

Schedule Demands

After training the general work schedule is Hybrid, Tuesday, Wednesday, and Thursday in the Atlanta office, with Monday & Friday as a remote option.

Point of escalation for afterhours/weekend issues.

Occasional overnight travel to include flying, driving, riding or by rail.

Pay Range:   $78,750.00 - $105,000.00

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 Poster, EEO is the Law.

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