Customer Advocate III

Graphic Packaging International; Atlanta (GA); On-site; USD 59,000 - 74,000; Full time

Job summary

Graphic Packaging International in Atlanta, GA is seeking a Customer Advocate to proactively manage customer accounts through the supply chain process, balancing customer needs with business objectives and developing relationships with customers, sales, supply chain and operations.

The role emphasizes timely responses to inquiries, collaboration with internal teams, and alignment with company objectives while supporting continuous improvement and cost-saving initiatives.

Qualifications

• 5+ years of successful customer service experience.
• Basic knowledge of a global supply chain (demand planning, supply planning, warehouse and transportation, manufacturing).
• BA degree or related work experience required in lieu of degree.

Responsibilities

• Provide accurate and continual communications to internal and external customers on order fulfillment.
• Order and inventory management based on forecast and other modeling.
• Manage on time and in full shipments.
• Project management for our external customers (developing new business with existing customers).
• Participate in Cost Savings and Business Improvement Initiatives to deploy continuous improvement.

Skills

Customer focus

Communication skills

Time management

Microsoft Office

Data analysis

Problem solving

Education

BA degree or related work experience

Tools

SAP

QAD

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 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

This position is responsible for proactively managing customer accounts through the utilization of the supply chain process, technologies, tools and for supporting tactical and strategic decisions regarding those accounts daily. Balance customer needs with business objectives. Develop and maintain relationships with customers, sales, supply chain and operations through superior service and communication. Given the increasing demands of customers and the continual changes of business/market demands, having account specialists who are trained in key competencies and skills will enable us to be our customer’s supplier of choice.

The Customer Advocate must respond to and resolve customer inquiries and requests by recommending actions with a high degree of urgency and accuracy. The candidate should work well in a team environment guided by individual, team, and business goals. This individual will interact positively and professionally with internal and external customers. An understanding of the critical balance between business goals and customer expectations is an asset for this candidate.

They understand and align business operations and Customer Service, as he/she executes their role to exceed customer expectations and align with GPI business, cultural, financial, and operational objectives.

Responsibilities

• Provide accurate and continual communications to internal and external customers on any aspect of order fulfillment.
• Order and inventory management based on forecast and other modeling.
• Manage on time and in full shipments.
• Project management for our external customers (developing new business with existing customers).
• Participate in Cost Savings and Business Improvement Initiatives to deploy continuous improvement.
• Develop strong relationships with internal and external customer contacts.
• Liaison between GPI and our customer on all aspects of account management.
• Tactical use local ERP system transactions and processes as required for assigned Customer related reporting, SharePoint and order management tools to meet customer needs.
• All other duties as assigned.

This Job Description is not intended to be all-inclusive. The employee will also perform other reasonably related business duties, as assigned by immediate manager and other management personnel.

Required Skills

• Demonstrate and consistent adherence to our core values
• Customer focus, Integrity, Composure, Action-oriented, Team-oriented, Accountability, and Learning agility
• Positive and collaborative interpersonal skills
• Effective communication, both written and verbal across all levels of the organization
• Must be able to multi-task, prioritize effectively, and show strong time management skills in a fast-paced business environment
• Knowledge and demonstrated use of Microsoft office--Excel, Word, Power Point, and Outlook
• Demonstrated analytical skills with data accuracy
• Demonstrated ability to apply proactive and critical thinking skills to problem-solve
• Advanced computer skills preferred
• SAP and/or QAD experience is preferred
• Manufacturing or Packaging industry experience preferred.

Background / Experience

• Prior successful customer service experience, along with a proven track record of accomplishment in working in an environment servicing internal and external customers.
• Basic knowledge of a global supply chain (demand planning, supply planning, warehouse and transportation, manufacturing).
• 5+ Years Experience.

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.

Competencies

• Business Acumen
• Curiosity
• Interpersonal Skills
• Influence Skills
• Self-Starter
• Negotiation Skills
• Organization Skills
• Results Oriented

Pay Range

$59,000.00 - $73,700.00

Pay Range: $59,000.00 - $73,700.00

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].

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.