Customer Advocate II

Graphic Packaging International Spain SA; Pacific (MO); On-site; USD 50,000 - 63,000; Full time

Benefits offered by this job

Competitive Pay

401(k) w/employer matching

Health & Welfare Benefits

Medical, dental, vision, and Rx

Short and Long-Term Disability

Life Insurance

AD&D Insurance

Flexible Spending and HSA

Voluntary benefits

Adoption Assistance

Employee Discount Programs

Employee Assistance Program

Tuition Assistance

Paid Time Off + holidays

Job summary

Graphic Packaging International is seeking a Customer Advocate II to proactively manage major customer accounts using supply chain processes and SAP/PRD systems, balancing customer needs with the Division's objectives and developing strong relationships across sales, planning and manufacturing.

You will coordinate with downstream partners to ensure on-time delivery, accurate invoicing, and continuous improvement in service levels.

Qualifications

• College degree or equivalent work experience in a customer service environment.
• 0-3 years of relevant work experience in a customer service environment.
• Basic knowledge of global supply chain (demand planning, supply planning, warehouse and transportation, manufacturing).
• Proven track record servicing internal and external customers; proficient in Microsoft Excel.
• Strong understanding of ERP systems; SAP knowledge is highly recommended.

Responsibilities

• Act as key driver in communication with downstream partners and customers.
• Manage strategic accounts, provide leadership, and build areas of expertise.
• Assist in root cause analysis and resolve customer issues.
• Coordinate order quantities and shipping methods to maximize efficiency and profitability.
• Ensure on-time delivery and accurate invoicing through process and systems training.
• Maintain relationships with Sales, Planning, Scheduling, and Converting facilities.

Skills

Customer service

Excel

SAP knowledge

ERP systems

MS Office

Education

College degree or equivalent

Tools

SAP

Job description

About Graphic

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.

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

GPI Benefits Program

• Competitive Pay
• 401(k) w/employer matching
• Health & Welfare Benefits
• Medical, dental, vision, and prescription drug coverage
• Short and Long-Term Disability
• Life Insurance
• Accidental Death & Dismemberment (AD&D) Insurance
• Flexible Spending and Health Savings Accounts
• Various Voluntary benefits
• Adoption Assistance Program
• Employee Discount Programs
• Employee Assistance Program
• Tuition Assistance Program
• Paid Time Off + paid company holidays each year

Applications accepted on an ongoing basis and there is no deadline.

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].