Customer Service Supervisor

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. JOB SUMMARY: This position is responsible for supervising a team of customer advocates while proactively managing customer accounts through the utilization of the supply chain process, technologies, tools and for supporting tactical and strategic decisions regarding those accounts daily. Balance customer needs with business objectives. Develop and maintain relationships with direct reports, customers, sales, supply chain and operations through superior service and communication. The Customer Service Supervisor must respond to and resolve customer inquiries and requests by recommending actions with a high degree of urgency and accuracy, acting as an escalation point when required. The candidate should work well in a team environment guided by individual, team, and business goals. This individual will interact positively and professionally with direct reports as well as internal and external customers. An understanding of the critical balance between business goals and customer expectations is an asset for this candidate. They understand and align business operations and Customer Service, as he/she executes their role to exceed customer expectations and align with GPI business, cultural, financial, and operational objectives. ESSENTIAL DUTIES & RESPONSIBILITIES: Direct, leverage, and guide the work of others mobilizing resources as required Responsibility for three or more direct reports Responsible for the monitoring and achievement of the operational results for their area of responsibility Responsible for people management actions such as hiring, terminating, rewarding, training, and developing employees Coordinates resources and sets daily priorities for the team to ensure task completion and operational objectives are met Monitors daily operations of assigned team and complete performance reviews as required 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. Project management for our external customers (developing new business with existing customers). Participate in Cost Savings and Business Improvement Initiatives to deploy continuous improvement. Develop strong relationships with internal and external customer contacts. Liaison between GPI and our customer on all aspects of account management. Tactical use local ERP system transactions and processes as required for assigned Customer related reporting, SharePoint and order management tools to meet customer needs. All other duties as assigned. Required Skills: Demonstrate and consistent adherence to our core values Customer focus, Integrity, Composure, Action-oriented, Team-oriented, Accountability, and Learning agility Positive and collaborative interpersonal skills Effective communication, both written and verb…

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