Customer Advocate II

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

Benefits offered by this job

401(k) match

Health benefits

Life Insurance

Paid time off

Job summary

Graphic Packaging International is seeking a Customer Advocate II to proactively manage major customer accounts and guide them through supply chain processes, making strategic decisions to balance customer needs with company objectives. You’ll build strong relationships with customers and internal teams while ensuring service excellence.

You will leverage SAP and ERP tools, support order entry and invoicing, and collaborate with Sales, Planning, and Manufacturing to optimize delivery and

Qualifications

• 0-3 years of relevant customer service experience.
• Proficient in Microsoft Excel.
• Experience with ERP systems and SAP preferred.
• Knowledge of global supply chain processes advantageous.
• Bachelor’s degree or equivalent experience.

Responsibilities

• Manage major customer accounts and coordinate with supply chain.
• Communicate with Sales, Planning, and Manufacturing teams.
• Ensure on-time delivery and accurate invoicing.
• Assist in root-cause analysis of customer issues.
• Maintain positive relationships with customers and internal teams.

Skills

Customer service

Excel proficiency

Communication

Problem solving

Education

College degree or equivalent

Tools

SAP

ERP software

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.

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].

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.

Requisition: 16459