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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 verbal across all levels of the organization
- Must be able to multi-task, prioritize effectively, and show strong time management skills in a fast-paced business environment
- Knowledge and demonstrated use of Microsoft office--Excel, Word, Power Point, and Outlook
- Demonstrated analytical skills with data accuracy
- Demonstrated ability to apply proactive and critical thinking skills to problem-solve
- Advanced computer skills preferred
- SAP and/or QAD experience is preferred
- Manufacturing or packaging industry experience preferred.
Background/Experience:- 5+ Years successful customer service experience, along with a proven track record of accomplishment in working in an environment servicing internal and external customers.
- Basic knowledge of a global supply chain (demand planning, supply planning, warehouse and transportation, manufacturing).
- 2+ Years experience leading a team.
Safe Quality Food Responsibilities:- Follow all Plant rules, Processes, Hygiene, and Allergens procedures, related to production of Safe Quality Foods.
- Report to person of authority to record any potentially unsafe conditions which may result in unsafe foods or noncompliance to SQF related procedures.
- Participate in SQF Root Cause and Corrective Actions (from customer complaints, SQF audits, validation, and verification activities) as required.
- Follow all procedures related to producing Safe Quality Foods (SQF).
- Report any potentially unsafe SQF conditions or customer complaints to a person of authority to record and/or correct the situation
Education & Experience:BA degree or related work experience required in lieu of degree.
DisclaimerThe candidate must be able to perform the essential functions of the position satisfactorily, with or without a reasonable accommodation. Graphic Packaging retains the right to change or assign other duties to this position.
Career LevelEmerging leader, highly experienced
CompetenciesBusiness Acumen
Curiosity
Interpersonal Skills
Influence Skills
Self-Starter
Negotiation Skills
Organization Skills
Results Oriented
Pay Range$80,300.00 - $107,100.00
Pay Range: $80,300.00 -
$107,100.00Requisition: 16180
