Customer Service ManagerRequisition ID: 8031Location:Atlanta, GA, US, 30328Department: Supply ChainTravel: Up to 25%If you are a GPI employee, please click the Employee Login before applying. (https://graphicpact2test.valhalla55.stage.jobs2web.com/)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.The Customer Service Manager for unbleached, is directly responsible for leading the customer service organization in Atlanta, GA. This includes order management, load planning, and inventory responsibility for 2 mills and 4 paper machines totaling 1,600,000 annual tons of capacity. This position is responsible for ensuring the proper execution of the plan for the unbleached system, including business unit production plans, service metrics and continuous improvement goals. This position will facilitate close interaction and alignment across multiple functional areas, including manufacturing, logistics, sales, credit, data management, and customers (internal and external). This position manages multiple direct reports (7), and will lead them in objective setting, managing, and measuring work, and professional development.JOB FUNCTIONS: Job functions include but are not limited to the following .
Effective leadership of the unbleached customer service team, 7 customer advocates 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.
Responsible for maintaining/ leading culture of engagement. Encourage customer advocate participation in annual engagement survey and facilitate post survey discussions, action item development and execution plans.
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.
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 on freight optimization/cost management, offsite warehousing, load planning, tendering and shipment execution.
Efficiently manage customer service inventory programs and releases.
Execute against customer production plans in alignment with overall plan.
Daily coordination with manufacturing on detailed schedules, adjusting as necessary to best manage unplanned demand or events.
Measure and track key supply planning metrics, with an eye towards continuous improvement.
Effectively manage VMI inventory programs as well as aged/ obsolete inventory.
Partner with site leadership team to ensure product quality standards are met or exceeded.
Ensure compliance with all Company policies, procedures, and processes.
Other duties as assigned.
BACKGROUND / EXPERIENCE:
3 years of customer service team lead/management experience.
3 years of proven experience effectively leading diverse teams to exceed goals.
Relevant experience using SAP or similar order management/ scheduling software preferred.
EDUCATION / KNOWLEDGE:
Bachelor’s degree preferred or equivalent work experience in related field.
Experience and/or certification in Lean Six Sigma, 5S, Kaizen and value stream mapping preferred.
SKILLS:
Action Oriented – Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
Composure/Diplomacy – Can negotiate skillfully in tough situations with both internal and external groups; can settle differences with minimal noise. Win consensus without damaging relationships, can be both direct and forceful as well as diplomatic. Gains trust quickly of other parties to the negotiations and has a good sense of timing.
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 stretching tasks and assignments; holds frequent development discussions; is aware of each direct report’s career goals; constructs compelling development plans and executes them; pushes direct report to accept developmental moves; will take direct reports who need work; is a people builder.
Integrity and Trust – Is widely trusted. Is seen as direct, truthful individual. Can present the unvarnished truth in an appropriate and helpful manner. Keeps confidences. Admits mistakes. Doesn’t misrepresent him/herself for personal gain.
Managing and Measuring Work- clearly assigns responsibility for tasks and decisions; sets clear objectives and measures; monitors process, progress, and results; designs feedback loops into work.
Problem Solving- uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.
Time Management – Uses his/her time effectively and efficiently. Has a strong value on time of others. Concentrates his/her efforts on the more important priorities and gets more done in less time than others. Can attend to a broader range of activities.
Written Communication – Is able to write clearly and succinctly in a variety of communication styles and settings. Can get messages across that have the desired effect.
SCHEDULE DEMANDS:
General schedule is an 8-hour M-TH in the Atlanta office.
Occasional overnight travel to include flying, driving, riding or by rail.
KEY COMPETENCIES:
Action Oriented
Composure
Customer Focus
Developing Direct Reports
Integrity & Trust
Managing/ Measuring Work
Problem Solving
Time Management
Written Communication
Pay Range: $93,030.00 - $124,005.00GPI’s Benefit Program
Competitive Pay
401(k) w/employer matching
Health & Welfare Benefits
Medical, dental, vision, and prescription drug coverage
Short and Long-Term Disability
Life Insurance
Accidental Death & Dismemberment (AD&D) Insurance
Flexible Spending and Health Savings Accounts
Various Voluntary benefits
Adoption Assistance Program
Employee Discount Programs
Employee Assistance Program
Tuition Assistance Program
Paid Time Off + 11 paid company holidays each year
Applicants will be accepted on an ongoing basis and there is no deadline.This role is incentive plan eligible. Additional information will be shared during the hiring process. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, knowledge, skills, past experience, job duties, geography, and business need, among other things.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. (http://performancemanager4.successfactors.com/Graphicpkg/SFeeoisthelawfederalposter.pdf)Nearest Major Market: Atlanta