Title:  Customer Service Supervisor

Requisition ID:  3417

Wausau, WI, US, 54401

Department:  Customer Service
Travel:  Up to 25%

If you are a GPI employee, please click the Employee Login before applying.


At Graphic Packaging International, we produce the paper cup that held your coffee this morning, the basket that transported those bottles of craft beer you enjoyed last weekend, and the microwave tray that heated your gourmet meal last night. 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 products. Headquartered in Atlanta, Georgia, we are collaborative, diverse, innovative individuals who create inspired packaging while giving back to our communities. 


With over 25,000 employees working in more than 130 locations worldwide, we strive to be environmentally responsible 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.


A World of Difference. Made Possible.


A Customer Service 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 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 National Division groups 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 

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


Salary Min:   $52,250.00

Salary Mid:   $69,635.00

Salary Max:  $87,020.00


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.


Nearest Major Market: Wausau