Customer Advocate III

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

Job summary

Graphic Packaging International seeks a Customer Advocate II in Michigan to act as the hub between Sales, Logistics, and customers, championing service and trust while balancing customer needs with company strategy.

You will manage strategic accounts, use Panther ERP for order entry/tracking, resolve issues via root-cause analysis, and collaborate with planning and manufacturing to ensure on-time delivery and accurate invoicing.

Qualifications

• Experience in customer service, supply chain or logistics in manufacturing.
• Cross-functional collaboration across Sales, Logistics and Planning.
• Experience using ERP systems for order management and reporting.

Responsibilities

• Lead strategic accounts management and ensure seamless order flow.
• Resolve customer issues through root cause analysis and proactive problem-solving.
• Coordinate with sales, warehouses, mills and planners for delivery excellence.
• Communicate across departments to keep customers informed and satisfied.
• Maintain accurate invoicing and optimize order quantities and shipping methods.

Skills

Advanced Communication

Process Improvement

Resilience & Adaptability

Attention to Detail

Customer Focus

Conflict Management

Priority Setting

Action Oriented

Problem Solving

Written Communications

Education

Bachelor's degree in Business or Supply Chain

Tools

Panther ERP

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 national and global commerce and human connection. The Customer Advocate II 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 stand as the hub of multiple departments with competing objectives and they advocate for their customers with clarity, purpose, and resolve - ensuring that our customers, 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 sales, warehouses, mills, machine scheduling, supply and transportation planners, logistics and other support functions to ensure the best service to our customers.

JOB FUNCTIONS:

Job functions include but are not limited to the following.

• Lead the management of strategic 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.
• Lead the management of strategic global accounts, demonstrating expertise and ownership.
• Facilitate training and knowledge sharing to promote timely delivery and accurate invoicing.
• Utilize Panther system 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:

• 3-5 years of progressive experience in customer service, supply chain, or logistics roles, preferably in a manufacturing environment.
• Demonstrated ability to work cross-functionally with multiple departments to resolve complex service issues.
• Experience using Panther 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.
• Proven success managing strategic international customer accounts, with a strong understanding of export documentation, Incoterms, and trade compliance.

EDUCATION / KNOWLEDGE:

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

SPECIFIC SKILLS:

• 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

$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].