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Title:  Mgr., Sales & Operations Support

Requisition ID:  11900-159

Kalamazoo, MI, US, 49007

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

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

  • Effective leadership of both the customer service and production control teams ensuring high levels of coordination between the functions.
  • Strategic and tactical management of production scheduling for a manufacturing site.
  • Partner with site leadership team to ensure product quality standards are met or exceeded.
  • Train, develop, and evaluate customer service and production control teams 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.
  • Monitor the production processes and adjust schedules as needed.
  • Coordinate and manage the work-in-process and finished goods inventories through the SAP/Panther systems.
  • 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.
  • Origination of daily manufacturing production schedule, by machine, process and department, to
    • meet sales forecasts or customer orders;
    • insure that orders are scheduled on the machine most capable and qualified to run the order efficiently and with the best quality;
    • Minimize trim/side rolls
    • maximize machine trim to efficiently provide customers with on time shipments.
  • Adjust production schedule as necessary to allow for scheduled and unscheduled downtime.
  • Maintain work in process (“WIP”) inventories to maintain a minimum inventory level
  • 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.
  • Participate in off-shift coverage responsibilities and rotation as required
  • Provide leadership backup responsibilities with the shipping/logistics department
  • 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. 


  • 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.
  • 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.


  • Integrity & Trust
  • Action Oriented 

Required Skills


  • 3 years of progressive production control and/or customer service management experience.
  • 3 years of proven experience effectively leading diverse teams to exceed goals.
  • Strong level of understanding and experience using Panther, SAP experience 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.


  • 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.

Required Experience

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 EEO is the Law Poster.

Nearest Major Market: Kalamazoo

Job Segment: Sales Operations, Operations Manager, Manager, Sales, Operations, Management