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Title:  Customer Service Supervisor

Requisition ID:  16561-159

Lowell, MA, US, 08153

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

We are currently searching for a Customer Service Supervisor to support our Lowell, MA facility.  The successful candidate will supervise a team responsible for the tactical and strategic processes required to service our internal and external customers. This team will consist of between 2 and 6 associates assigned to a specific a customer base and will act as a lead contact for those customers. A Supervisor will have responsibility for the day to day management for all or part of an account. They will ensure integrity and sustainability of the process through excellent data management within SAP, process monitoring and training practices. Supervisors will continuously align the process with the Americas Operations, Sales, and the Sales and Operations Support Services group as they manage the overall order fulfillment and inventory management processes to exceed customer expectations and align with GPI business, financial and operational objectives.


Job functions include, but are not limited to:

  • Train and develop the local customer advocates
  • Providing new hire orientation training for all potential customer advocates
  • Providing feedback on and tracking the performance of customer-related tasks by the customer advocates
  • Evaluating and appraising the customer advocates performance
  • Providing specific training on the use of Microsoft Office, SAP, and inventory management techniques; and
  • Providing coaching and training on relationship management skills and communication behaviors
  • Monitor and manage the work schedules of the local customer advocates
  • Respond to and manage customer concerns and complaints
  • Ensure compliance with all Company policies, procedures and processes
  • Achieve all goals associated with cash flow for GPI
  • Goals include Accounts receivables and working capital management
  • Develop strong relationships with the customer base of the local team through involvement in projects and meetings with customers and Sales or Operations
  • Other duties as assigned 


Background / Experience:

  • Minimum of 3-5 years in a similar role
  • Must possess a solid understanding of customer account management.
  • Demonstrated understanding of and ability to manage the impact of order fulfillment on cash flow.
  • General understanding and experience with ERP business applications. A strong knowledge of SAP is highly recommended.
  • Proven ability to construct clear and effective written and verbal communication internally and externally.
  • Demonstrated positive team leadership experience
  • Demonstrated ability to train and develop others


Education - Bachelor’s degree preferred, or a combination of education and work experience



  • LANGUAGE SKILLS - Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization. Bilingual in English/Spanish is a plus.


  • MATHEMATICAL SKILLS - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.


  • REASONING ABILITY - Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.


  • COMPUTER/OFFICE EQUIPMENT SKILLS - SAP, MS Office and database programs; requires use of all general office equipment (e.g. fax, copier, telephone, etc.).


  • CERTIFICATES, LICENSES, REGISTRATIONS - Company issued Fork Truck Operator’s License; Company issued Clamp Truck Operator’s License


Schedule Demands:

  • 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.


Physical Demands:

  • Standing occasionally and walking and sitting frequently, depending on changing job assignment, for extended periods.
  • Awkward and/or repetitive movements.
  • Ability to climb, twist neck and back, and finger frequently (34-66% of the time).
  • Ability to balance, stoop, bend, squat, twist, handle, feel, reach above shoulder and at or below shoulder, reach over 18”, reach to the floor, kneel and drive occasionally (1-33% of the time).
  • Lifting up to 50 lbs. occasionally (1-33% of the time).
  • Requires use of both feet on an occasional basis for walking, climbing stairs, and possibly ladders.
  • Requires use of both hands for simple grasping (frequently) and pushing/pulling (occasionally) for purposes of going through production reports, holding a clipboard, and inspecting equipment and machinery.
  • Ability to read, write, hear, see, speak and have agility on a continuous basis.
  • Reading computer screen or other electronic devices.
  • Use of various hand and electrical tools and equipment.
  • Work in areas of fluctuating temperature and loud noises.
  • PPE required: Steel-toed/safety footwear, Safety Glasses, Hearing Protection, Cut resistant Safety Gloves, Hair Net, Beard Net.


Key Competencies:

  • Integrity & Trust
  • Action Oriented
  • Lives the Core Values

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 Poster, EEO is the Law.

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