Title:  Customer Service Supervisor / Sales & Operations Support

Requisition ID:  20790-159

New Albany, IN, US, 47150

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 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.


A Sales and Operations Support Supervisor will supervise a team responsible for the tactical and strategic processes required to service our internal and external customers. This team will consist of 2 or more Customer Service Advocates assigned to specific customers.  Each acting as a lead contact for their 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 (or similar ERP system), 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.

  • Assist the Customer Service Manager in the screening and interviewing of customer advocates.
  • Train and develop the local customer advocates, including but not limited to,
  • 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. 


The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for this job.   


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

Required Skills

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

Required Experience

Demonstrated positive team leadership experience

Demonstrated ability to train and develop others

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

Nearest Major Market: Louisville

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