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.

Customer Service Supervisor

A Sales and Operations Support Supervisor will supervise a team responsible for the tactical and strategic processes required to service our internal and external customers. This team will consist of between 2 and 6 associates assigned to a specific a customer base and will act as a lead contact for those customers. A Supervisor will have responsibility for the day-to-day management for all or part of an account. They will ensure integrity and sustainability of the process 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.

• Assist the Customer Service Director in the screening and interviewing of Customer Advocates.
• Train and develop the local 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.
• Evaluating and appraising the customer advocates performance.
• Providing specific training on the use of Microsoft Office, SAP, and inventory management techniques.
• Providing coaching and training on relationship management skills and communication behaviors.
• Monitor and manage the work schedules of the local customer advocates.
• Respond to and manage customer concerns and complaints.
• 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.
• Ensures that representatives are informed about changes to company products and services.
• Collects data and prepares reports on customer complaints and inquiries.
• Update and Monitor Customer Service Scorecards.
• Prepares reports summarizing the assigned customer service team’s performance.
• Prepares knowledge-based training documents such as summaries and responses to frequently asked questions.
• Identifies opportunities to update or improve customer service procedures and makes as needed.
• Other duties as assigned.

Required Skills:

• Solid understanding of customer account management.
• Demonstrated understanding of and ability to manage the impact of order fulfillment on cash flow.
• General understanding and experience with ERP business applications. A strong knowledge of SAP is highly recommended.
• Proven ability to construct clear and effective written and verbal communication internally and externally.
• Excellent management and supervisory skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining professionalism.
• Able to maintain an efficient and positive approach in a high-volume order environment.
• Ability to coach and mentor customer service representatives.
• Proficient in Microsoft Office Suite or related software.

Required Experience:

• Demonstrated positive team leadership experience.
• Demonstrated ability to train and develop others.
• Previous experience in a supervisory role preferred.
• Bachelor’s degree preferred, or a combination of education and work experience.