Graphic Packaging

Customer Service Manager

Graphic Packaging • $100K — $145K *
Kalamazoo, MI 49009In-Person
Business Services
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Supply Chain, Business, Operations, or related field preferred
  • 7+ years of experience in customer service, supply chain, or logistics, with leadership experience
  • Strong understanding of end-to-end supply chain processes and order management
  • Proven experience improving customer experience and service delivery
  • Experience with ERP systems and data/reporting tools

Responsibilities

  • Lead and develop a high-performing customer service team focused on the end-to-end customer experience.
  • Establish clear roles and cross-training within the team for efficiency.
  • Champion a customer-centric culture with proactive communication and relationship building.
  • Collaborate with logistics and operations teams for effective shipment execution.
  • Drive supply chain visibility through technology and performance tracking tools.

Benefits

  • General schedule is an 8-hour 5-day schedule with two days virtual work.
  • Opportunity for occasional overnight travel to support business needs.
Full Job Description
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Customer Service Manager - Supply Chain & Customer Experience

Position Summary

The Customer Service Manager is responsible for leading and developing a high-performing customer service team with a strong focus on enhancing the end-to-end customer experience within the supply chain. This role drives visibility, leverages technology solutions, and leads continuous improvement initiatives to optimize order management, communication, and service delivery. The position partners cross-functionally with operations, logistics, sales, and planning to ensure seamless execution and superior customer satisfaction.

Key Responsibilities

Leadership & Team Development
  • Provide effective leadership of the customer service team to ensure the appropriate organizational structure, processes, and performance metrics are in place to deliver targeted service levels and business results.
  • Establish and document clear roles, responsibilities, and cross-training/back-up coverage within the team.
  • Develop and maintain robust onboarding and training processes, incorporating best practices and technology tools.
  • Conduct regular 1:1 meetings, set personal development objectives, and manage performance through the company's performance management framework.
  • Monitor team workload and optimize resource allocation to maintain high service levels and efficiency.


Customer Experience & Service Excellence
  • Champion a customer-centric culture focused on proactive communication, responsiveness, and relationship building with internal and external stakeholders.
  • Lead initiatives to improve overall customer satisfaction and reduce defects across the order-to-delivery lifecycle.
  • Ensure timely, accurate communication regarding orders, shipments, and issue resolution.
  • Identify pain points in the customer journey and implement solutions to enhance transparency and service reliability.


Supply Chain Coordination & Execution
  • Collaborate closely with logistics, warehousing, operations, and planning teams to ensure effective load planning, shipment execution, and delivery performance.
  • Oversee and optimize customer service inventory programs, allocations, and release processes.
  • Support alignment across sales, operations, and supply chain teams to ensure consistent execution and customer satisfaction.


Visibility & Technology Enablement
  • Drive enhanced supply chain visibility through the adoption and optimization of systems, dashboards, and digital tools.
  • Partner with IT and supply chain stakeholders to improve data availability, reporting accuracy, and customer-facing insights.
  • Promote the use of automation and technology to improve order management efficiency and reduce manual processes.
  • Develop and monitor real-time performance tracking tools to support faster decision-making and improved service outcomes.


Continuous Improvement & Performance Management
  • Establish, monitor, and analyze key order management and customer service performance metrics (e.g., OTIF, order cycle time, backlog, fill rate).
  • Lead continuous improvement initiatives using Lean principles to enhance efficiency, reduce waste, and improve service outcomes.
  • Participate actively in site Lean Manufacturing cadence and cross-functional improvement efforts.
  • Identify and implement process improvements that strengthen service quality and operational performance.


Quality, Compliance & Operations Support
  • Partner with site leadership to ensure product quality standards are consistently met or exceeded.
  • Ensure compliance with all company policies, procedures, and operational standards.
  • Participate in off-shift coverage rotations as required to support business continuity.


Qualifications
  • Bachelor's degree in Supply Chain, Business, Operations, or related field preferred
  • 7+ years of experience in customer service, supply chain, or logistics, with leadership responsibility
  • Strong understanding of end-to-end supply chain processes and order management
  • Proven experience improving customer experience and service delivery
  • Experience with ERP systems, customer portals, and data/reporting tools
  • Demonstrated success leading continuous improvement or Lean initiatives


Key Competencies
  • Customer-centric mindset with strong relationship management skills
  • Strategic thinker with a focus on process improvement and innovation
  • Strong analytical and problem-solving capabilities
  • Effective communicator across all levels of the organization
  • Ability to lead through change and drive adoption of new technologies
  • Results-driven with strong accountability and execution skills.
  • Relevant experience using Panther, SAP or similar order management/ scheduling software preferred.


EDUCATION / KNOWLEDGE:
  • Bachelor's degree preferred or equivalent work experience in related field. Masters preferred
  • Experience and/or certification in Lean Six Sigma, 5S, Kaizen and value stream mapping preferred.


SCHEDULE DEMANDS:
  • General schedule is an 8-hour 5-day schedule. Two days virtual, TUES-TH in the Kalamazoo office
  • Occasional overnight travel to include flying, driving, riding or by rail.


#LI-Hybrid

Pay Range: $100,000 - $145,000

About Graphic Packaging

Graphic Packaging is committed to providing consumer packaging that makes a world of difference. The Company is a provider of sustainable fiber-based packaging solutions for a wide variety of products to food, beverage, foodservice, and other consumer products companies. The Company operates on a global basis, is one of the largest producers of folding cartons and paper-based foodservice products in the United States, and holds strong market positions in coated recycled paperboard, coated unbleached kraft paperboard, and solid bleached sulfate paperboard. The Company's customers include many of the world's most widely recognized companies and brands.

Graphic Packaging Careers

Join the vibrant team at Graphic Packaging, a leader in the packaging industry, where innovation meets sustainability to transform the packaging landscape. As one of the most forward-thinking companies, Graphic Packaging offers a plethora of job opportunities that promise not only professional growth but also a commitment to diversity and leadership development.

Work You’ll Do

At Graphic Packaging, you’ll be part of a culture that values innovation and leadership. Our team is dedicated to mastering the art of high-quality packaging solutions, ensuring that every team member is involved in making a significant impact. Whether you're looking for a position in design, production, sales, or management, Graphic Packaging provides an environment where your skills will be honed and your professional aspirations met.

Explore Career Paths

Graphic Packaging is keen on nurturing talent through comprehensive career paths that include both employment and internship opportunities. Our internship programs are designed to transform academic knowledge into professional real-world experience, providing a robust foundation for a flourishing career in the packaging industry.

Innovate and Lead

Join a team where innovation is at the core of everything we do. Graphic Packaging is home to over 17,000 employees who are encouraged to think big and create smarter packaging solutions. With a focus on sustainable practices and cutting-edge technology, our leadership fosters a workspace where every idea is valued and every individual can thrive.

Diversity and Professional Growth

We believe that a diverse workforce fuels innovation and creates a stronger team. Graphic Packaging is committed to diversity training and leadership development, ensuring that all employees have the opportunity for career advancement and personal growth. Our leadership programs are tailored to nurture your potential and propel you to new heights in your career.

Benefits and Culture

At Graphic Packaging, we understand that job satisfaction extends beyond the office. That’s why we offer competitive benefits that cover health, finance, and family. Be part of a company that supports your well-being and provides the tools you need to achieve your best both professionally and personally.

Join Our Team

Ready to advance your career at Graphic Packaging? Explore the various job opportunities on our careers page. We are continuously hiring and looking for individuals who are passionate, curious, and eager to drive change in the packaging industry.

Stay Connected

Keep up to date with the latest at Graphic Packaging by joining our networking events, reading our careers blog, and subscribing to job alert emails. Tailor your experience and stay ahead in your career with insider tips, industry news, and exclusive looks into life at Graphic Packaging.

Apply Now

Your future at Graphic Packaging is just an interview away. Polish your resume, prepare your skills, and apply for the position that will set you on the path to success. We look forward to seeing how you can contribute to our team and help shape the future of packaging.

Graphic Packaging Jobs

Discover the exciting and rewarding opportunities that await at Graphic Packaging. Whether you’re seeking an internship or a full-time position, our doors are open to those ready to make a significant impact in the industry. Join us and be part of a company that’s leading the way in innovative and sustainable packaging solutions.
Learn more about Graphic Packaging
Size
25,000 employees
Market Cap
$6.8 billion
Industry
Food & Beverages
Net Income
$167.3 million
Founded
1978
5 Year Trend
+10.7%
Revenue
$6.5 billion
NASDAQ
GPK
* Ladders Estimates

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