Customer Advocate II

Graphic Packaging International; Sturgis (MI); On-site; USD 48,000 - 59,000; Full time

Job summary

Graphic Packaging International is seeking a dedicated Customer Service professional to support post-sale inquiries via phone, chat, or text. You will act as liaison between customers, production and distribution to ensure timely resolutions and order accuracy.

In this role, you will handle a high volume of low complexity inquiries in a call center setting, while following standardized procedures under moderate supervision. Training and compliance with SQF standards are essential for success.

Qualifications

• BA or equivalent + 0 yrs experience.
• Vocational/technical training may be required; a degree is not always necessary.
• Knowledge of processes and procedures essential to the job.

Responsibilities

• Provide customer service and support via phone, online chat, or text.
• Handle high volume of low complexity inquiries in a call center setting.
• Analyze customer issues and resolve them, including liaison with production and distribution.
• Follow standardized procedures and work under moderate supervision.
• Support SQF procedures and report potential issues.

Education

BA or equivalent

Job description

We produce everything from the paper cup that may have held your coffee this morning, to the carton that contained your frozen meal last night, to the basket that held your beer or soda bottles last weekend. As one of the world’s largest global producer of fiber-based consumer packaging, 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 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

General Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including: Providing customer service and support via phone, online chat, or text including:

• Call center-based customer support in response to a high volume of low complexity inquiries
• Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries
• Acting as liaison between customers, production and distribution departments related to specific customer orders

ESSENTIAL DUTIES & RESPONSIBILITIES

• Individuals in these roles require knowledge of processes and procedures essential to the job.
• May require vocational/technical training but typically does not require a degree.
• Considerable knowledge of the job gained through training or work experience.
• Has established skills to perform a range of day-to-day activities.
• Impacts own team through the quality of services or information provided.
• Follows standardized procedures and practices.
• Receives regular, but moderate supervision and guidance.
• Understands how assigned duties relate to others in the team and how the team integrates with others in the discipline.
• Contacts are typically with individuals within own department; occasionally outside own organization.
• Contacts involve obtaining or providing information or data requiring some explanation or interpretation.
• General supervision and instruction; detailed instructions given for new assignments or special assignments.
• Work is manual/routine in nature, but involves decision making responsibility for applying the appropriate course of action.
• Work is normally performed in accordance with procedures/ processes. Safe Quality Food Responsibilities:
• Follow all Plant rules, Processes, Hygiene, and Allergens procedures, related to production of Safe Quality Foods.
• Report to person of authority to record any potentially unsafe conditions which may result in unsafe foods or noncompliance to SQF related procedures.
• Participate in SQF Root Cause and Corrective Actions (from customer complaints, SQF audits, validation, and verification activities) as required.
• Follow all procedures related to producing Safe Quality Foods (SQF).
• Report any potentially unsafe SQF conditions or customer complaints to a person of authority to record and/or correct the situationEducation & Experience:BA or equivalent + 0 yrs experienceDisclaimer

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 LevelInternal expert, thought-leaderAdvanced, seasonedCompetenciesBusiness AcumenCuriosityInterpersonal SkillsInfluence SkillsSelf-StarterNegotiation SkillsOrganization SkillsResults OrientedPay Range $47,500.00 - $59,400.00