Customer Service and Support Manager - Beverage

Position Overview

At Graphic Packaging International – a global leader producing the paper cup that held your coffee, the basket for your craft beer, and the microwave tray for your gourmet meal – we are dedicated to innovative, sustainable packaging and giving back to our communities. We are seeking a Sales and Operations Support Manager to lead a focused team of Customer Centered Services associates, ensuring compliance with standard work practices while strategically driving performance, training, and continuous improvements to exceed customer expectations and support GPI’s financial and operational objectives.

Key Responsibilities

• Lead the screening and interviewing of customer service associates.
• Define and implement training requirements, including new hire orientation.
• Provide feedback and track performance of customer-related tasks.
• Evaluate and appraise the performance of customer service associates.
• Deliver training on Microsoft Office, SAP, and inventory management techniques.
• Coach and develop relationship management skills and effective communication.
• Monitor and manage the local team’s workload.
• Manage responsiveness and relationships with all internal and external customers.
• Ensure compliance with all company policies, procedures, and processes.
• Drive local Lean Sigma initiatives to continuously improve daily business processes.
• Achieve cash flow goals, including managing accounts receivables and working capital.
• Perform other related duties as assigned.

Required Qualifications

• Minimum 3 years of positive team leadership and supervisory experience.
• Proven ability to train and develop others.
• Solid understanding of customer account management and the impact of order fulfillment on cash flow.
• Experience with ERP business applications; strong knowledge of SAP is highly recommended.
• A four-year degree in a relevant field or equivalent compensatory work experience.

Benefits & Perks

• Compensation and Benefits: We offer industry-leading programs designed to reward and support our talented team.