Customer Service and Support Manager - Beverage

Graphic Packaging International - Atlanta, GA

Full-time - Mid Level

Atlanta, GA

10,001+ employees

Paper Manufacturing

About the position

The Customer Service and Support Manager at Graphic Packaging International is responsible for managing a team of Customer Centered Services associates, ensuring compliance with standard work practices, and aligning operational procedures with organizational objectives. This role focuses on exceeding customer expectations while achieving business and financial goals.

Responsibilities

• Lead the screening and interviewing of customer service associates.
• Define the training required for local customer service associates, including new hire orientation.
• Provide feedback on and track the performance of customer-related tasks by the customer service associates.
• Evaluate and appraise the performance of customer service associates.
• Provide specific training on Microsoft Office, SAP, and inventory management techniques.
• Coach and train on relationship management skills and communication behaviors.
• Monitor and manage the workload for the local team.
• Manage responsiveness and relationships with all internal and external customers.
• Ensure compliance with all Company policies, procedures, and processes.
• Lead and drive the local focus on Lean Sigma in daily business processes.
• Achieve all goals associated with cash flow for GPI, including accounts receivables and working capital management.

Requirements

• 3 years of demonstrated positive team leadership and supervisory experience.
• Demonstrated ability to train and develop others.
• Solid understanding of customer account management.
• Demonstrated understanding of and ability to manage the impact of order fulfillment on cash flow.
• Overall understanding and experience with ERP business applications, with strong knowledge of SAP.

Benefits

• Competitive salary
• Comprehensive compensation and benefits programs
• Opportunities for professional development
• Diversity and inclusion initiatives