Customer Advocate III

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

Job summary

Graphic Packaging International seeks a Customer Advocate III to serve as a trusted partner for our global customers, building relationships and ensuring service excellence in international trade. You will balance customer needs with the organization's strategic objectives while navigating complex order management and invoicing processes in SAP.

You will collaborate with sales, freight forwarders, port authorities, and planning teams to optimize delivery, compliance, and customer satisfaction

Qualifications

• 3+ years of progressive experience in customer service, supply chain, or logistics.
• Proven success managing strategic international accounts and export documentation.
• Experience using SAP or similar ERP systems for order management.
• Strong analytical and problem-solving skills with a track record of continuous improvement.
• Experience in fast-paced, high-volume environments with focus on customer satisfaction.

Responsibilities

• Lead the management of strategic global accounts with ownership and accountability.
• Make informed tactical decisions daily to ensure seamless order management across accounts.
• Investigate and resolve customer issues through root cause analysis and proactive problem-solving.
• Facilitate training and knowledge sharing to promote timely delivery and accurate invoicing.
• Collaborate with supply planners to optimize use of non-conforming product and reduce waste.
• Communicate across Sales, Logistics, Planning, and Manufacturing to maintain alignment.

Skills

Global Business Acumen

Advanced Communication

Process Improvement Mindset

Resilience & Adaptability

Attention to Detail

Customer Focus

Conflict Management

Priority Setting

Action Oriented

Problem Solving

Written Communications

Education

Bachelor’s degree in business, Supply Chain Management, Logistics, or related field

Tools

SAP

Job description

If you are a GPI employee, please click the Employee Login before applying.

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

In a world that is more connected than ever before, this role stands at the intersection of global commerce and human connection. The Customer Advocate III is not just a steward of supply chains and logistics; they are a champion of service, a builder of relationships, and a guardian of trust. Each day, they navigate the complexities of international trade with clarity, purpose, and resolve—ensuring that our customers, from every corner of the globe, receive not only our products but our unwavering commitment to excellence. This position calls for someone who can balance the needs of our customers along with the strategic vision of the organization with tactical precision.

The Customer Advocate works in conjunction with global customers, sales, freight forwarders, steamship lines, port warehouses, mills, supply and transportation planners, logistics and other support functions to ensure the best service to our customers.

Essential Duties & Responsibilities

• Lead the management of strategic global accounts, demonstrating expertise and ownership.
• Make informed tactical decisions daily, ensuring seamless order management across multiple accounts.
• Investigate and resolve customer issues through root cause analysis and proactive problem-solving.
• Facilitate training and knowledge sharing to promote timely delivery and accurate invoicing.
• Utilize SAP systems proficiently for order entry, tracking, and resolution.
• Maintain a clean order book through diligent order closure and report utilization.
• Collaborate with supply planners to optimize use of non-conforming product (NCP) and reduce inventory waste.
• Strategically manage order quantities and shipping methods to maximize efficiency and customer satisfaction.
• Serve as a key communicator across departments, fostering strong relationships with Sales, Logistics, Planning, and Manufacturing teams.
• Build and maintain positive rapport with customers, providing proactive updates and support.
• 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.

Background / Experience

• 3+ years of progressive experience in customer service, supply chain, or logistics roles, preferably in a global export environment.
• Proven success managing strategic international customer accounts, with a strong understanding of export documentation, Incoterms, and trade compliance.
• Demonstrated ability to work cross-functionally with freight forwarders, steamship lines, port authorities, and international customers to resolve complex service issues.
• Experience using SAP or similar ERP systems for order management, tracking, and reporting.
• Strong analytical and problem-solving skills with a track record of root cause analysis and continuous improvement.
• Experience working in fast-paced, high-volume environments with a focus on customer satisfaction and operational efficiency.

Education / Knowledge

• Bachelor’s degree in business, Supply Chain Management, Logistics, or related field preferred; equivalent business experience considered.
• Solid understanding of global supply chain operations, including demand/supply planning, transportation, and warehousing.

Specific Skills

• Global Business Acumen
• Advanced Communication
• Process Improvement Mindset
• Resilience & Adaptability
• Attention to Detail
• Customer Focus
• Conflict Management
• Priority Setting
• Action Oriented
• Problem Solving
• Written Communications

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.

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].

Requisition: 15919