Customer Service Representative; Manufacturing, Food Service

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, food service, 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.

The Customer Service Representative serves as the primary point of contact for assigned customer accounts and is responsible for managing all aspects of the order fulfillment process. This role ensures exceptional customer service through effective communication, order management, inventory coordination, and collaboration with cross-functional teams.

The position works closely with Sales, Production, Planning, Logistics, Graphics, and Purchasing to ensure customer requirements are met while supporting operational objectives and maintaining high levels of customer satisfaction.

• Customer Focus: Demonstrates a commitment to understanding customer needs and delivering exceptional service.
• Communication & Relationship Building: Builds strong relationships with customers and internal stakeholders through clear, professional, and timely communication.
• Problem-Solving: Identifies issues, evaluates options, and implements effective solutions while maintaining customer satisfaction.
• Organization & Prioritization: Effectively manages multiple priorities and deadlines in a fast-paced manufacturing environment.
• Attention to Detail: Maintains accuracy in customer orders, pricing, inventory, forecasts, and system transactions.
• Technical Proficiency: Proficient with ERP systems, Microsoft Office applications, and customer order management tools.

• Serve as the primary point of contact for assigned customer accounts.
• Develop and maintain strong customer relationships through proactive communication and responsiveness.
• Respond to customer inquiries regarding orders, inventory, deliveries, pricing, and product availability.
• Provide customers with timely updates regarding order status, shipments, and potential delays.

• Process customer orders accurately and efficiently within ERP systems.
• Manage the complete order lifecycle from order entry through shipment and delivery.
• Coordinate order changes, expedite requests, and special customer requirements.
• Ensure pricing accuracy and compliance with customer agreements.
• Monitor open orders and proactively address potential service issues.

• Monitor customer inventory levels and forecast requirements.
• Support inventory management initiatives to minimize aged inventory and excess stock.
• Review inventory reports and collaborate with Planning and Production to meet customer demand.
• Support Vendor Managed Inventory (VMI) and customer inventory management programs where applicable

• Collaborate with Production, Planning, Logistics, Graphics, Purchasing, and Sales teams to ensure customer requirements are met.
• Coordinate artwork and graphics approvals as required.
• Escalate service, quality, supply, or delivery concerns and assist in driving resolution.
• Support continuous improvement initiatives related to customer service and order fulfillment processes.

• Maintain accurate customer records, forecasts, pricing, and order information.
• Generate…