Customer Advocate II

Graphic Packaging International Spain SA; Elk Grove Village (IL); Hybrid; USD 55,000 - 69,000; Full time

Job summary

Graphic Packaging International is seeking a Customer Advocate II to proactively manage major customer accounts using the supply chain processes, technologies, and tools, and to make tactical and strategic decisions regarding those accounts. Balance customer needs with Division’s objectives and develop strong relationships across customer, sales, supply chain and manufacturing teams.

This is a hybrid role; this person will be working remotely more than one day per week.

Qualifications

• Four-year degree in applicable field of study.
• 2-5 years’ work experience or proven track record for success.
• Solid understanding of customer account management.
• General understanding and experience with ERP business application, (SAP preferred).
• High degree of organization and attention to detail.

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.

Skills

Customer account management

Communication

Organization

Time management

Microsoft Office

Education

Four-year degree in applicable field of study

Tools

SAP

PRD systems

Job description

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; this person will be working remotely more than one day per week. The hybrid schedule may be subject to change, including additional in-office days, based on business and operational needs

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.

EDUCATION & EXPERIENCE

• Four-year degree in applicable field of study or compensatory work experience is required
• 2-5 years’ work experience or proven track record for success
• Solid understanding of customer account management
• General understanding and experience with ERP business application, (SAP preferred)
• High degree of organization and attention to detail
• Successful time management and prioritization skills
• Effective written and oral communication
• Microsoft Office Skills

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

$55,000.00 - $68,700.00

Pay Range: $55,000.00 - $68,700.00

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].