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Title:  Customer Service Supervisor

Requisition ID:  16992-159
Location: 

Atlanta, GA, US, 30328

Category:  Customer Service and Sales Support
Travel:  Negligible

MISSION / SUMMARY:

The Customer Service Supervisor will manage a team responsible for the tactical and strategic processes required to service our internal and external customers. The Supervisor position will manage a team of advocate(s) who are assigned to a specific customer base. The Supervisor will have responsibility for the day-to-day management of accounts and will ensure their team is compliant with standard work practices consistent with the defined organizational norm. The Supervisor will ensure integrity and sustainability of the process through excellent data management, process monitoring and training practices. The Supervisor will continuously align the process with the Americas Operations, Sales, and the Sales and Operations Support Services groups as they manage the overall order fulfillment and inventory management processes to exceed customer expectations and align with GPI business, financial and operational objectives.

Given the increasing demands of our customers and the continual changes of our business/market demands, having advocates who are trained in key competencies and skills will enable us to be our customer’s supplier of choice.

 

 

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

  • Must work within and adhere to the company’s core values of Integrity, Respect, Accountability, Relationships and Teamwork.
  • Help lead the screening and interviewing of customer service advocates.
  • Define the training required for customer service advocates, including but not limited to:
  • Providing feedback on and tracking the performance of customer-related tasks by the customer service advocates.
  • Evaluating and appraising the customer service advocates’ performance
  • Providing specific training on the use of Microsoft Office, QAD, and inventory management techniques.
  • Providing coaching and training on relationship management skills and communication behaviors
  • Help monitor and manage the workload for the team
  • Assists in root cause problem solving surrounding customer issues and concerns.
  • Assists with managing team errors and with corrective action planning
  • Works in conjunction with customers, sales, the plants, marketing, and other support functions to ensure the best service to our customers. 
  • Manage responsiveness and relationships with all internal and external customers
  • Ensure compliance with all Company policies, procedures, and processes
  • Assist with leading EDI and freight initiatives for the Foodservice business.
  • Assist with timely responses to auditor requests
  • Other duties as assigned

 

 

BACKGROUND / EXPERIENCE:

  • Prior 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)

 

EDUCATION / KNOWLEDGE:

  • College degree or equivalent business experience required.

 

SKILLS:

  • 5 years of demonstrated positive team leadership.  Previous supervisory experience a plus
  • Demonstrated ability to train and develop others
  • Solid understanding of customer account management
  • Overall understanding and experience with ERP business applications. A strong knowledge of QAD/SAP is highly recommended
  • Excellent communication, problem-solving skills,
  • Must be able to multi-task, prioritize effectively, and show strong time management skills
  • Proficiency in Microsoft Office and solid Excel skills a plus

 

SCHEDULE DEMANDS:

  • General schedule is an 8-hour M-F assignment, however, employee must be willing to work alternate schedules occasionally; that may include early mornings, nights, and/or weekends and be punctual while doing so.
  • Occasional overnight travel to include flying, driving, riding or by rail.

 

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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 Poster, EEO is the Law.


Nearest Major Market: Atlanta

Job Segment: Manager, ERP, Warehouse, Supply, Customer Service, Management, Technology, Manufacturing, Operations