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Title:  Customer Advocate II (Domestic)

Requisition ID:  14650-159
Location: 

Atlanta, GA, US, 30328

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

Purpose:  This position is responsible for proactively managing major customer accounts through the utilization of the supply chain processes, technologies, and tools and making tactical and strategic decisions regarding those accounts on a daily basis.  Balance customer needs with Division’s objectives of maximizing tons, product mix, and pricing.  Develop and maintain customer, sales, supply chain and manufacturing relationships through superior service and communication. 

This position level will be commensurate with the experience of the successful candidate.

Key Accountabilities:  

  • Effectively handles strategic accounts; exhibits leadership and develops areas of expertise.
  • Provides process expertise to tactical decisions regarding accounts on a daily basis including management of allocation across accounts.
  • Assists in root cause problem solving surrounding customer issues and concerns.
  • Work with transportation planning and mill teams to identify opportunities for improvements for un-executable shipment plans.
  • Review carrier assignments and delivery appointments to ensure they are in alignment with capacity and are able to execute.
  • Manages order quantities in order to maximize shipping capabilities; determines the most cost efficient shipping method; 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 a positive customer experience.
  • Demonstrates competency in SAP systems and functionality required for order entry, management, tracking and problem resolution of customer orders.
  • Executes order close to ensure a clean order book and daily utilizes various reports to manage customer orders.
  • Manage consignment accounts to target inventory levels.
  • Perform as key driver in communication process: initiating communication and integration with downstream partners. Maintains a positive and proactive relationship with Sales, Logistics, Planning and Scheduling, Mill and Converting facilities.
  • Builds a positive rapport and maintains effective relationships with customers and proactively communicates with customer regarding status of orders and service.
  • 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.
  • Years of professional experience – Varies
  • The Customer Advocate works in conjunction with customers, sales, the mills, marketing, machine and transportation planners and other support functions to ensure the best service to our customers.  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.
  • Understanding the value of teamwork, exhibiting strong leadership qualities, acting as a mentor to new employees, showing respect, and working with others are vital for Customer Advocates.  These qualities are important to creating a Customer Service environment which attracts, develops, and retains the customer service professional.
  • Begin to understand the requirements of managing major customer accounts and the importance of utilizing a cross functional approach to developing and implementing a customer account plan.

Scope:  This assignment has and will continue to assume even more responsibility of servicing our customers and resolving customer issues and problems.  The importance of understanding customer expectations and developing plans to meet and exceed those expectations will play a critical role in Graphic Packaging being our customers’ supplier of choice.

Knowledge and Experience:

  • College degree or equivalent business experience required
  • Basic knowledge of a global supply chain (demand planning, supply planning, warehouse and transportation, manufacturing)
  • Prior successful Customer Service experience, a proven track record of accomplishment in working in an environment servicing internal and external customers
  • Microsoft Office required
  • Important proven competencies:
  • Customer Focus
  • Conflict Management
  • Priority Setting
  • Action Orientation
  • Informing
  • Perseverance
  • Problem Solving
  • Written Communications

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.  Please apply at www.graphicpkg.com.

 

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.

 


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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