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Title:  Customer Advocate (Customer Service)

Requisition ID:  14373-159
Location: 

Atlanta, GA, US, 30328

Category:  Customer Service and Sales Support
Travel:  No Travel Required

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.

 

JOB FUNCTIONS: Job functions include, but are not limited to the following.

  • Must work within and adhere to the company’s core values of Integrity, Respect, Accountability, Relationships and Teamwork.
  • Effectively manages customer accounts, providing process expertise, while exercising significant discretion and independent judgment to make tactical decisions based on business strategies.
  • Must be able to work within order quantity guidelines, delivery dates and transportation modes to optimize overall system.
  • Assists in root cause problem solving surrounding customer issues and concerns.
  • Works with transportation planning and plant teams to identify opportunities for improvements in un-executable shipment plans.
  • Anticipates customer needs and proactively plans and manages customer accounts for order receipt; has a clear and solid understanding of processes and downstream impact on company’s profitability.
  • Participates in training, skill building and knowledge transfer on process and systems to ensure on-time delivery.
  • Performs as the key driver in initiating communication and integration with internal teams.
  • Builds a positive rapport, maintains effective relationships, and proactively communicates the status of orders with customers.
  • Exhibits leadership while performing as a solid team player through showing mutual respect and creating positive 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.
  • Works in conjunction with customers, sales, the plants, marketing, and other support functions to ensure the best service to our customers. 
  • Understanding the value of teamwork, while exhibiting strong leadership qualities, acting as a mentor to new employees, showing respect and working with others are all vital for the success of this role. These qualities are important to creating a customer service environment which attracts, develops, and retains the customer service professional.
  • Adheres to the requirements of managing customer accounts, and the importance of utilizing a cross-functional approach to developing and implementing a customer account plan.
  • Other duties as assigned.

 

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)

 

EDUCATION / KNOWLEDGE:

  • College degree or equivalent business experience required

 

SKILLS:

  • Excellent communication, analytical and problem-solving skills
  • Must be able to multi-task, prioritize effectively, and show strong time management skills in a fast-paced business environment
  • SAP and/or QAD experience is preferred
  • Proficiency in Microsoft Office and solid Excel skills a plus

 

SCHEDULE DEMANDS:

  • General schedule is an 8-hour M-F assignment, however, employee must be willing to work alternate schedules occasionally; that may include early mornings, nights, and/or weekends and be punctual while doing so.
  • Occasional overnight travel to include flying, driving, riding or by rail.

 

PHYSICAL DEMANDS:

  • Sitting or standing for extended periods of time up to 8-hours.
  • Occasional Lifting up to 20 lbs.
  • Reading computer screen or other electronic devices.
  • Use of various office hand and electrical tools or equipment.

Required Experience






At Graphic Packaging International (NYSE: GPK), we produce the box you may have poured your child's cereal from this morning, the microwaveable tray that heated your lunch, the paper cup that held your coffee throughout the day, and the carrier of those bottles of craft beer you may enjoy tonight! 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 care products. Headquartered in Atlanta, Georgia, we are a team of collaborative, innovative, passionate individuals who are committed to providing consumer packaging that makes a world of difference.

With almost 18,000 employees working in more than 70 locations in North and South America, Europe and the Pacific Rim, we strive to be an environmentally responsible leader 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. Learn more about us at www.graphicpkg.com.

Inspired Packaging. A World of Difference.


Graphic Packaging is an Equal Opportunity Employer. All candidates will be evaluated on the basis of their qualifications for the job in question. We do not base our employment decision on an employee's or applicant's race, color, religion, age, gender or sex (including pregnancy), national origin, ancestry, marital status, sexual orientation, gender identity, genetic identity, genetic information, disability, veteran/military status or any other basis prohibited by local, state, or federal law. Click here to view the EEO is the Law Poster.


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