Customer Advocate III

Customer Advocate III

Requisition ID: 14628

Location:

Atlanta, GA, US, 30328

Department: Customer Service

Travel: No Travel Required

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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.

MISSION / 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 on a daily basis. Balance customer needs with business objectives. Develop and maintain customers, sales, supply chain and manufacturing relationships through superior service and communication. Given the increasing demands of our customers and the continual changes of our 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.

POSITION RESPONSIBILITIES:

Responsibilities include but are not limited to the following:

• 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:

• Demonstrates consistent alignment with core values

• Effective written and verbal communication across all levels of the organization

• Strong interpersonal skills with a collaborative, team-oriented approach

• Excellent time management, organization, and ability to prioritize in a fast-paced environment

• Strong analytical and problem-solving skills with a proactive, critical-thinking mindset

• High attention to detail and data accuracy

• Customer-focused with a sense of accountability, responsiveness, and composure

• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)

• Experience with SAP, QAD, or similar is a plus

BACKGROUND/EXPERIENCE:

• Three (3) + years of experience supporting customer accounts, order management, order fulfillment, or similar operations, with a demonstrated track record of success

• Prior successful customer service experience, and success operating in environments that support both internal and external customers, with a strong focus on service and results.

• Basic knowledge of a global supply chain (demand planning, supply planning, warehouse and transportation, manufacturing).

• Manufacturing or Packaging industry experience preferred.

EDUCATION / KNOWLEDGE:

• Associate’s degree or higher preferred, or an equivalent combination of education and experience.

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 View email address on click.appcast.io .

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Nearest Major Market: Atlanta