Customer Advocate II

Graphic Packaging International; Atlanta (GA); Hybrid; USD 50,000 - 63,000; Full time

Job summary

Graphic Packaging International in Atlanta is seeking a Customer Advocate II to manage major accounts, utilizing supply chain processes and SAP tools to balance customer needs with company objectives.

The role is hybrid, based at the Atlanta headquarters with in-office days Tuesday through Thursday from 8:00am to 5:00pm EST and remote work on Monday and Friday. A college degree or equivalent customer service experience is required, with 0–3 years in the field and proficiency in Excel.

Qualifications

• College degree or equivalent work experience in a customer service environment.
• 0-3 years of relevant experience in a customer service environment.
• Basic knowledge of global supply chain (demand planning, supply planning, warehouse and transportation, manufacturing).
• Proficiency in Microsoft Office, especially Excel.
• Strong knowledge of ERP systems; SAP is highly recommended.

Responsibilities

• Manage major customer accounts using supply chain processes and tools.
• Build relationships with customers and internal teams to ensure service levels.
• Coordinate order entry, tracking, and invoicing to support on-time delivery.
• Communicate status and issues proactively to customers and sales teams.

Skills

Customer service

Excel

Communication

Problem solving

Education

College degree or equivalent

Tools

SAP

Job description

This is a hybrid role working in office at the Atlanta headquarters on Tuesday - Thursday, 8:00am - 5:00pm EST and work from home days are Monday and Friday.

If you are a GPI employee, please click the Employee Login before applying.

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.

Job Summary

The Customer Advocate II is responsible for proactively managing major customer accounts through the utilization of the supply chain processes, technologies, and tools and making tactical and strategic decisions regarding those accounts. Balance customer needs with Division’s objectives. Develop and maintain customer, sales, supply chain and manufacturing relationships through superior service and communication.

This is a hybrid role working in office at the Atlanta headquarters on Tuesday - Thursday, 8:00am - 5:00pm EST and work from home days are Monday and Friday.

Essential Duties & Responsibilities

• Perform as key driver in communication process: initiating communication and integration with downstream partners.
• Effectively handles strategic accounts; exhibits leadership and develops areas of expertise.
• Assists in root cause problem solving surrounding customer issues and concerns.
• Manages order quantities to maximize shipping capabilities; determines the most cost-efficient shipping method; anticipates customer needs and proactively plans and manages customer accounts for order receipt; has a clear and solid understanding of processes and downstream impact on Company’s profitability.
• Participates in training, skill building and knowledge transfer on process and systems to ensure on time delivery and accurate invoicing.
• Demonstrates competency in SAP and PRD systems and functionality required for order entry, management, tracking and problem resolution of customer orders.
• Executes order close to ensure a clean order book and daily utilizes various reports to manage customer orders.
• Maintains a positive and proactive relationship with Sales, CTE, Planning, Scheduling, and Converting facilities.
• Builds a positive rapport and maintains effective relationships with customers. Proactively communicates with customer regarding status of account and service.
• Performs as a good team player through showing mutual respect and creating morale / spirit, sharing knowledge, demonstrating a willingness to learn, be a willing back up, actively participates in meetings, identifies continuous improvements, uses diplomacy and tact, and treats others with respect and dignity.
• Other duties as assigned.

Position Requirements

• College degree or equivalent work experience in a customer service environment in lieu of a degree.
• 0-3 years of relevant work experience in a customer service environment is required.
• Basic knowledge of global supply chain (demand planning, supply planning, warehouse and transportation, manufacturing)
• Prior successful Customer Service experience, a proven track record of accomplishment in working in an environment servicing internal and external customers.
• Microsoft Office, proficiency in Excel is required.
• Overall understanding and experience with ERP business applications. A strong knowledge of SAP is highly recommended.

Disclaimer

The 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 Level

Internal expert, thought-leader

Advanced, seasoned

Competencies

• Business Acumen
• Curiosity
• Interpersonal Skills
• Influence Skills
• Self-Starter
• Negotiation Skills
• Organization Skills
• Results Oriented

Pay Range

$50,000.00 - $62,500.00

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 [e-mail].

Recruitment Agency Partnership Notice

We value partnerships and maintain a strict process for engaging external agencies. Due to compliance requirements, we do not accept unsolicited resumes. Agencies must be fully onboarded and have an active, executed agreement in place with Graphic Packaging to submit candidates for open positions. Any unsolicited resumes will be considered the property of Graphic Packaging, and no recruitment fees will be owed.