Customer Service Representative (Manufacturing, Food Service)

Graphic Packaging Careers•Mississauga, ON

9d•Onsite

About The Position

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. Graphic Packaging International produces paperboard and paper-based packaging for many recognized brands. With over 25,000 employees in more than 130 locations worldwide, the company strives to be environmentally responsible and is committed to workplace diversity. They offer competitive compensation and benefits.

Requirements

3–5 years of customer service, account management, order management, or supply chain coordination experience.
Experience in a manufacturing environment is strongly preferred.
Experience supporting foodservice, packaging, consumer products, distribution, or related industries is considered an asset.
Post-secondary education in Business Administration, Supply Chain, Customer Service, or a related field is preferred.
Strong problem-solving, organizational, and time management skills.
Excellent verbal and written communication skills.
Ability to work independently and collaboratively within a team environment.
Strong proficiency in Microsoft Office applications, including Excel.
Experience with ERP systems (AS400 preferred).

Nice To Haves

Experience in a manufacturing environment
Experience supporting foodservice, packaging, consumer products, distribution, or related industries
Post-secondary education in Business Administration, Supply Chain, Customer Service, or a related field
Experience with AS400 ERP systems

Responsibilities

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 and distribute customer reports related to inventory, order status, and service performance.
Participate in customer meetings and internal business reviews as required.
Provide backup support for team members during vacations or absences.