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Title:  Customer Service Manager

Requisition ID:  14881-159

New Albany, IN, US, 47150

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

A Customer Service Manager will manage tactical and strategic processes associated with a focused team of Customer Centered Services (CCS), Design, and Scheduling. This team will consist of 7/8 associates assigned to a specific customer base, who will act as a strategic contact for those customers.  This person is a partner to the business and works in concert with manufacturing and finance to ensure customer service and financial metrics are achieved. 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.  Additionally, this position will take on some local accounts as direct contact with our customers.

  • Assist in developing order process and inventory systems to support the business.
  • Define and support training required for local customer service associates.
  • Providing coaching and training on relationship management skills and communication behaviors
  • Monitor and manage the team’s work, make corrections and provide support.
  • 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 surrounding 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
  • Provide accurate and continual communications to internal and external customers on any aspect of order fulfillment
  • Order and inventory management based on forecast and other modeling
  • Manage on time and in full shipments (OTIF)
  • Project management for our external customers (developing new business with existing customers)
  • Liaison between GPI and our customer on all aspects of account 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.

Required Skills

  • Demonstrated ability to train and develop others
  • 3 years of demonstrated positive team leadership and supervisory experience
  • Proficient in Excel and Microsoft Office
  • Solid understanding of customer account management
  • Demonstrated understanding of and ability to manage the impact of order fulfillment on cash flow
  • Successful time management and prioritization skills
  • High attention to detail
  • Overall understanding and experience with ERP business applications.

Required Experience


  • Four-year degree in applicable field of study or compensatory work experience is required.
  • Positive and progressive order fulfillment experience.


Essential Job Functions:

  • Must work in the plant location.
  • Must be available to work Monday-Friday 8 am to 5pm
  • Able to work 8 hours a day with frequent OT
  • Must be able to lift 20 lbs



 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

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