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Title:  Manager, Planning and Customer Service

Requisition ID:  17283-159

Kalamazoo, MI, US, 49007

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

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 19,000 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


Inspired Packaging.  A World of Difference.


Mgr., Sales & Operations Support II




The Kalamazoo Sales and Operations Manager is directly responsible for leading the supply planning and customer service organization at the Kalamazoo Mill.  This includes order management, scheduling, load planning, and inventory responsibility for three paper machines and a local third-party converting operation, totaling 1,000,000 annual tons of capacity (Once K2 paper machine reaches full capacity in 2023).  This position is responsible for ensuring the proper execution of the plan for the Kalamazoo mill, including allocations, service metrics and continuous improvement goals.  This position will facilitate close interaction and alignment across multiple functional areas, including manufacturing, logistics, sales, and customers (internal and external).  This position manages multiple direct reports, and will lead them in objective setting, managing and measuring work, and professional development.

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

  • Effective leadership of the planning and customer service team at the Kalamazoo mill to ensure the right organization structure, processes, and metrics are in place to deliver desired service levels to our customers and performance results for the company.
  • Establish and document clear roles and responsibilities within the team, including back-up duties. Ensure onboarding training process and materials are robust.
  • Maintain alignment and effective communication between operations, sales, logistics and customer service and planning teams.
  • Responsible for regular 1:1s, personal development objectives, and evaluation of team through GPI performance management process.
  • Monitor and manage work load for each team member.

In the area of customer service:

  • Ensure timely communication with internal/ external customer base. Help/ guide team to invest in relationships with our customers.
  • Identify/ lead opportunities that improve customer satisfaction.
  • Measure and track key order management metrics, with an eye towards continuous improvement.
  • Coordinate with logistics, including offsite warehousing, on load planning, tendering and shipment execution
  • Efficiently manage customer service inventory programs and releases.

In the area of supply planning:

  • Coordinate block schedules to match production capabilities and customer needs.
  • Execute against customer allocations in alignment with overall plan.
  • Daily coordination with manufacturing on detailed schedules, adjusting as necessary to best manage unplanned demand or events.
  • Manage block integrity and schedule adherence.
  • Measure and track key supply planning metrics, with an eye towards continuous improvement.
  • Effectively manage VMI inventory programs as well as aged/ obsolete inventory.
  • Partner with site leadership team to ensure product quality standards are met or exceeded.
  • Participate in off-shift coverage responsibilities and rotation as required
  • Serve as leadership backup for the shipping/logistics department
  • Ensure compliance with all Company policies, procedures and processes.
  • Participate in local Lean Manufacturing cadence.
  • Other duties as assigned.

The above job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.



  • 3 years of progressive supply planning and/or customer service management experience.
  • 3 years of proven experience effectively leading diverse teams to exceed goals.
  • Relevant experience using Panther, SAP or similar order management/ scheduling software preferred



  • Bachelor’s degree preferred or equivalent work experience in related field.
  • Experience and/or certification in Lean Six Sigma, 5S, Kaizen and value stream mapping preferred.




  • 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.
  • 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.
  • 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.
  • Developing Direct Reports – Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each direct report’s career goals; constructs compelling development plans and executes them; pushes direct report to accept developmental moves; will take direct reports who need work; is a people builder.
  • 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.
  • Managing and Measuring Work – Clearly assigns responsibility for tasks and decisions; sets clear objectives and measures; monitors process, progress, and results; designs feedback loops into work.
  • Problem Solving – Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.
  • 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.




  • 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.
  • The position will require weekend coverage on a rotational basis.
  • Occasional overnight travel to include flying, driving, riding or by rail.



  • Sitting or standing for extended periods of time up to 8-hours.
  • Occasional Lifting up to 20 lbs.
  • Reading computer screen or other electronic devices.
  • Use of various office hand and electrical tools or equipment.




  • Action Oriented
  • Composure
  • Customer Focus
  • Developing Direct Reports
  • Integrity & Trust
  • Managing/ Measuring Work
  • Problem Solving
  • Time Management
  • Written Communication



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, sex, age, religion, national origin, sexual orientation, citizenship, handicap, or disability, marital status, veteran status or any other basis prohibited by local, state, or federal law. Click here to view the EEO is the Law Poster.



Nearest Major Market: Kalamazoo

Job Segment: Lean Six Sigma, Supply Chain, Supply Planner, Six Sigma, Management, Operations, Customer Service