Share this Job

Title:  Customer Service Specialist

Requisition ID:  20026579

Augusta, GA, US, 30906

Category:  Customer Service and Sales Support
Travel:  No Travel Required


The Customer Service Specialist is responsible for coordinating with customer service, scheduling, carriers and manufacturing teams to ensure timely shipments to and from the Augusta Mill Operation.  In addition, this position provides support for facility liaisons responsible for paper machine and rewinder run schedules, on-site and overflow warehouse inventories, and logistics associated with inbound and outbound shipments (both truck and rail). This position reports to the Logistics Manager.

This position works closely with facility and corporate teams to optimize machine performance, meet or exceed the needs of the customer, and manage inventory levels to ensure safe and efficient operation.

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

The Customer Service Specialist is responsible the following:

  • Receive, process and monitor progress of customer orders to align the overall business strategy of the facility.
  • Expedite the flow of information regarding specifications, orders and customer requirements to manufacturing.
  • Maintain the integrity of the Paper Machine backlog system and transportation to support on-time delivery.
  • Notify customer service of order status and provide support in managing the customer’s product delivery needs as appropriate.
  • Ensure carriers are informed of ready loads and proactively manage pickup and delivery dates to avoid delays.
  • Coordinate and oversee carriers to achieve on-time pick-up.
  • Review support orders for completeness and accuracy.
  • Track finished goods inventory where appropriate and coordinate inbound / outbound shuttles to the offsite warehouse.
  • Perform other duties as assigned by supervisor / manager
  • Provides support to facility liaisons managing paper machine and rewinder run schedules
  • Understands grades by paper machine in order to facilitate movement of trims when necessary.
  • Coordinates communications between Corporate Scheduling, Corporate Logistics and Planning, Manufacturing, Finishing and Shipping, and the overflow warehouse.
  • Actively participates in department / facility safety initiatives.
  • Support facility liaisons in the management of facility and overflow inventories through effective shipment forecasting, auditing of the Shipment Activity Management (SAM) screen, and planning and monitoring inbound and outbound shipments.
  • Supports the management of inbound rail and outbound rail (box cars). Ensures effective management of rail car supply and outbound yard congestion to prevent service interruption.
  • Provide backup coverage, as needed, for all facility liaison positions and can provide backup coverage for the Manager of Logistics.

Required Skills


  • General schedule is day shift; M-F assignment, however, employee must be willing to work alternate schedules occasionally; that may include early mornings, nights, and/or weekends/ holidays and be punctual while doing so.
  • Candidate will be responsible to taking weekend duty on a rotating basis
  • Occasional overnight travel to include flying, driving, riding or by rail.


  • Sitting or standing for extended periods up to 8-hours.
  • Ability to safely walk distances up to ½ mile without assistance.
  • Occasional Lifting up to 20 lbs.
  • Reading computer screen or other electronic devices.
  • Use of various office hand and electrical tools or equipment.
  • Ability to physically move about manufacturing and warehouse environments, including accessing roll handling equipment


  • Action Oriented
  • Conflict Management
  • Developing Direct Reports
  • Priority Setting
  • Interpersonal Savvy
  • Integrity and Trust
  • Problem Solving

Required Experience


  • Minimum of 2 – 4 years of related transportation or customer service experience in the manufacturing industry. Experience criteria may be waived for candidates meeting degree requirements.
  • Understanding of manufacturing capabilities, scheduling requirements, product knowledge and truck utilization to respond to customer needs.
  • Must have demonstrated track record of success working in a team environment focused on safety, results and problem solving.
  • Strong mathematical and communication skills required.
  • Excellent oral and written communication skills.
  • Proficiency in standard computer applications (i.e. Microsoft Word, Excel, Access) with demonstrated expertise in spreadsheet manipulation and interpretation.


  • High School Diploma or GED
  • BA or BS in Business Management, Supply Chain Management, Finance, or related field of study is preferred.

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: Augusta

Job Segment: Electrical, Warehouse, Business Manager, Supply, Customer Service, Engineering, Manufacturing, Management, Operations