Customer Advocate II

Graphic Packaging International Spain SA; Lancaster (TX); On-site; USD 53,000 - 66,000; Full time

Job summary

Graphic Packaging International is seeking a Customer Advocate II to proactively manage major customer accounts using supply chain processes, technologies, and tools. You will balance customer needs with division objectives and cultivate relationships across sales, logistics, planning, and manufacturing to ensure superior service and communication.

The role requires 2–5 years in fast-paced customer service, Excel proficiency, and strong analytical skills to drive root-cause analysis and

Qualifications

• Bachelor's degree or equivalent work experience in lieu of a degree.
• 2-5 years of working in fast-paced, high-volume customer service related environment.
• Basic knowledge of global supply chain (demand planning, supply planning, warehouse and transportation, manufacturing).
• Prior successful customer service experience servicing internal and external customers.
• Microsoft Office Suite experience, must be proficient in Excel.
• Strong analytical and problem-solving skills with a track record of root cause analysis and continuous improvement.

Responsibilities

• Management of multiple filter frame accounts with ownership and accountability.
• Serve as the customer's day-to-day contact and trusted resource.
• Assist in root cause problem solving surrounding customer issues and concerns.
• Build and maintain positive rapport with customers through responsiveness and proactive updates.
• Utilize NAV ERP systems for order entry, tracking, and resolution.
• Timely entry of customer Purchase Orders.
• Strategically manage order quantities and shipping methods to maximize efficiency and satisfaction.
• Anticipate customer needs and proactively plan and manage accounts for order receipt.
• Monitor inventory levels and ensure seamless order management across accounts.
• Investigate and resolve customer issues through root cause analysis and proactive problem-solving.
• Coordinate with Sales, Logistics, Planning, and Manufacturing teams.

Skills

Proactive communication

Problem solving

Time management

Attention to detail

Process improvement

Resilience and adaptability

Customer focus

Conflict management

Verbal and written communication

Education

Bachelor's degree or equivalent

Tools

Microsoft Excel

Microsoft Outlook

Microsoft Word

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.

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.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Management of multiple filter frame accounts, demonstrating expertise and ownership/accountability.
• Serve as the customers day to day contact and trusted resource.
• Assists in root cause problem solving surrounding customer issues and concerns.
• Build and maintain positive rapport with customers through responsiveness, proactive updates, reliability and support.
• Utilize NAV ERP systems proficiently for order entry, tracking, and resolution.
• Timely entry of customer Purchase Orders.
• Strategically manage order quantities and shipping methods to maximize efficiency and customer satisfaction.
• Anticipates customer needs and proactively plans and manages customer accounts for order receipt.
• Monitoring inventory levels.
• Make informed decisions daily, ensuring seamless order management across multiple accounts.
• Investigate and resolve customer issues through root cause analysis and proactive problem-solving.
• Serve as a key communicator across departments, fostering strong relationships with Sales, Logistics, Planning, and Manufacturing teams.
• Procurement of all supplies (excluding board & pallets)
• Order/Plan Waste Trucks
• Receive all Invoices and pair with PO’s for accounting
• Prep work & entry of board deliveries into ERP system
• 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.

POSITION REQUIREMENTS

• Bachelor's degree or equivalent work experience in lieu of a degree.
• 2-5 years of working in fast-paced, high-volume customer service related environment.
• 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 Suite experience, (must be proficient in Excel) is required.
• Strong analytical and problem-solving skills with a track record of root cause analysis and continuous improvement.

• Bachelor's degree or equivalent work experience in lieu of a degree.
• 2-5 years of working in fast-paced, high-volume customer service related environment.
• 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 Suite experience, (must be proficient in Excel) is required.
• Strong analytical and problem-solving skills with a track record of root cause analysis and continuous improvement.

SPECIFIC SKILLS

• Proficient in Microsoft applications such as Outlook, Word, and Excel
• Proactive Communication
• Problem Solving
• Time Management
• Attention to Detail
• Process Improvement Mindset
• Resilience & Adaptability
• Customer Focus
• Conflict Management
• Action Oriented
• Verbal and Written Communication

Education & Experience:

BA degree or related work experience required in lieu of degree.

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

$52,600.00 - $65,700.00

Pay Range: $52,600.00-$65,700.00

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].

Requisition: 15876