Customer Service Supervisor

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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.

 

SUMMARY: The customer service supervisor will act as a point of contact between the different parts of the customer service department, including order management, scheduling, load planning and inventory responsibility. This position manages direct reports and will lead them in objectives setting, managing and professional development.

JOB FUNCTIONS: Job functions include but are not limited to the following.

• Effective leadership of the planning and customer service team at the Chicago Converting Facility to ensure the right organization structure, processes, and metrics are in place to deliver desired service levels to our customers and performance results for the company.
• Establish and document clear roles and responsibilities within the team, including back-up duties. Ensure onboarding training process and materials are robust.
• Maintain alignment and effective communication between operations, sales, logistics and customer service and planning teams.
• Responsible for regular 1:1s, personal development objectives, and evaluation of team through GPI performance management process.
• Monitor and manage workload for each team member.
• In the area of customer service:
• Ensure timely communication with internal/ external customer base. Help/ guide team to invest in relationships with our customers.
• Identify/ lead opportunities that improve customer satisfaction.
• Measure and track key order management metrics, with an eye towards continuous improvement.
• Coordinate with logistics, including offsite warehousing, on load planning, tendering and shipment execution.
• Efficiently manage customer service inventory programs and releases.
• Partner with site leadership team to ensure product quality standards are met or exceeded.
• Participate in off-shift coverage responsibilities and rotation as required.
• Ensure compliance with all Company policies, procedures and processes.
• Effective leadership of both the customer service and production control teams ensuring high levels of coordination between the functions.
• Strategic and tactical management of production scheduling for a manufacturing site.
• Partner with site leadership team to ensure product quality standards are met or exceeded.
• Train, develop, and evaluate customer service and production control teams using GPI performance management process.
• Monitor and manage the workload for the local team of employees.
• Manage responsiveness and relationships with all internal and external customers.
• Ensure compliance with all Company policies, procedures and processes.
• Monitor the production processes and adjust schedules as needed.
• Other duties as assigned.
• The above job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Job Requirements:

• Associate degree or equivalent experience in clerical role.

Required Skills:

• Customer Focus– Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Developing Direct Reports- provides challenging and