Customer Service Manager
Requisition ID: 14974
Location:
Kalamazoo, MI, US, 49007
Department: Customer Service
Travel: Up to 25%
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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.
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
Graphic Packaging is an equal opportunity employer and abides by all applicable federal, state provincial and local laws with respect to the recruitment and hiring process. We are committed to an inclusive, barrier-free recruitment and hiring process free from discrimination or harassment based upon race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Should you require an accommodation for a disability, please contact your Human Resources representative or email accommodations@graphicpkg.com **.
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Nearest Major Market:** Kalamazoo
