Title:  Customer Service Manager

Requisition ID:  4371

Irvine, CA, US, 92606

Department:  Customer Service
Travel:  No Travel Required

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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 Manager is responsible for strategic management and tactical coordination of all plant level customer service functions. This is a key position within the plant site leadership team reporting directly to the Plant Manager. The Customer Service Manager provides a critical point of contact for both external customers and internal operations and is tasked with leading the organization in the balanced delivery of exceptional customer service.


The Customer Service Manager is a skilled leader capable of providing direction to a team of employees consistent with GPI Core Values; ensuring team compliance with all GPI standard work practices and processes. The Customer Service Manager promotes an environment dedicated to exceeding customer expectations while at the same time fully aligned with GPI business, financial and operational objectives. To ensure full integration into broader customer service initiatives, the Customer Service Manager has a matrix reporting relationship to the Director of Customer Service.


Position Responsibilities:

  • Effective leadership of the customer service teams ensuring high levels of coordination between them and the Production Control function.
  • Partner with site leadership team to ensure product quality standards are met or exceeded.
  • Train, develop, and evaluate customer service team using GPI performance management process.
  • Monitor and manage the work load for the local team of employees.
  • Manage responsiveness and relationships with all internal and external customers.
  • Ensure compliance with all Company policies, procedures and processes.
  • Coordinate and manage the work-in-process and finished goods inventories through the SAP system.
  • Maintain positive relationships between Customer Service, Operations Mgt., Sales, Suppliers, and the Customer.
  • Initiate/lead projects that improve customer satisfaction and/or reduce manufacturing costs.
  • Participate in local Lean Manufacturing cadence.
  • Review and communicate production commitments to Shipping Department to meet customer needs.
  • Maintain inventory records.
  • Prepare reports, as needed, by management.
  • Travel as required…less than 10%.


Required Competencies:

  • Customer Focus – Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
  • Composure/Diplomacy – Can negotiate skillfully in tough situations with both internal and external groups; can settle differences with minimal noise. Win consensus without damaging relationships, can be both direct and forceful as well as diplomatic.  Gains trust quickly of other parties to the negotiations and has a good sense of timing.
  • Integrity and Trust – Is widely trusted.  Is seen as direct, truthful individual.  Can present the unvarnished truth in an appropriate and helpful manner.  Keeps confidences.  Admits mistakes.  Doesn’t misrepresent him/herself for personal gain.
  • Action Oriented – Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
  • Time Management – Uses his/her time effectively and efficiently.  Has a strong value on time of others.  Concentrates his/her efforts on the more important priorities and gets more done in less time than others.  Can attend to a broader range of activities.
  • Written Communication – Is able to write clearly and succinctly in a variety of communication styles and settings.  Can get messages across that have the desired effect.
  • Team Player – Focuses on solving conflict; not blame; maintains confidentiality; listens without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things, approachability.
  • Business Acumen - Understands business implications of decisions; Displays orientation to profitability.
  • Meets commitments

  • Strategic Agility

  • Decision Quality
  • Motivating others
  • Problem Solving
  • Organizing
  • Delegation
  • Priority Setting
  • Building Effective Teams

Experience & Education Requirements:

  • 7+ years of progressive customer service management experience.
  • 5+ years of proven experience effectively leading diverse teams to exceed goals.
  • Strong level of understanding and experience using ERP business applications, to include SAP (required).
  • Bachelor’s degree in related field.
  • Experience and/or certification in Lean Six Sigma, 5S, Kaizen and value stream mapping a plus.


Pay Range:   $101,890.00 - $135,815.00


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.


Nearest Major Market: Irvine California
Nearest Secondary Market: Los Angeles