Customer Advocate II

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

Job summary

Graphic Packaging International is seeking a General Customer Service representative to support post-sale inquiries across multiple channels (phone, chat, text). You will handle high-volume, low-complexity requests and coordinate between customers and the production and distribution teams to resolve issues.

The role emphasizes following standardized procedures, working with limited supervision, and delivering accurate information to internal departments.

Qualifications

• BA or equivalent + 0 yrs experience

Responsibilities

• Handle high-volume, low-complexity inquiries via phone, chat, or text.
• Act as liaison between customers, production and distribution teams for orders.
• Follow standardized procedures and work with regular supervision and guidance.

Skills

Business Acumen

Curiosity

Interpersonal Skills

Influence Skills

Self-Starter

Negotiation Skills

Organization Skills

Results Oriented

Education

BA or equivalent

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:

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 situation

Education & Experience:

BA or equivalent + 0 yrs experience

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

$47,500.00 - $59,400.00

Pay Range: $47,500.00-$59,400.00

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].