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Title:  Customer Service Manager

Requisition ID:  13202-159

Concord, NH, US, 03301

Category:  Customer Service and Sales Support
Travel:  Up to 25%

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.


Position Overview

A Sales and Operations Support Manger will manage tactical and strategic processes associated with a focused team of Customer Centered Services (CCS). This team will consist of between 6 and 12 associates assigned to a specific customer base and who will act as a strategic contact for those customers. A manager will ensure their team is compliant with standard work practices consistent with the defined organizational norm. They will continuously align the standard operating procedures with the overall organization as they lead their teams to exceed customer expectations and align with GPI business, financial and operational objectives.

Position Responsibilities include but are not limited to the following.

  • Lead the screening and interviewing of customer service associates
  • Define the training required for local customer service associates, including but not limited to,
  • Providing new hire orientation training for all potential customer service associates;
  • Providing feedback on and tracking the performance of customer-related tasks by the customer service associates;
  • Evaluating and appraising the customer service associates’ 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 load for the local team
  • Manage responsiveness and relationships with all internal and external customers
  • Ensure compliance with all Company policies, procedures and processes
  • Lead and drive the local focus on Lean Sigma in all aspects of daily business processes based on the continuous improvement culture of CCS.
  • Achieve all goals associated with cash flow for GPI
  • Goals include Accounts receivables and working capital management
  • Other duties as assigned


This Job Description is not intended to be all-inclusive. The employee will also perform other reasonably related business duties, as assigned by immediate manager and other management personnel.


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 Skills

  • 3 years of demonstrated positive team leadership and supervisory experience
  • Demonstrated ability to train and develop others
  • Solid understanding of customer account management
  • Demonstrated understanding of and ability to manage the impact of order fulfillment on cash flow
  • Overall understanding and experience with ERP business applications. A strong knowledge of SAP is highly recommended

Required Experience

  • Four year degree in applicable field of study or compensatory work experience is required.

Nearest Major Market: Concord
Nearest Secondary Market: Manchester

Job Segment: Service Manager, ERP, Lean Six Sigma, Relationship Manager, Customer Service, Technology, Management