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Title:  Customer Service Advocate

Requisition ID:  8134-159
Location: 

Irvine, CA, US, 92606

Category:  Customer Service and Sales Support
Travel:  No Travel Required
Pay Grade:  86

Graphic Packaging International, LLC, a wholly-owned subsidiary of Graphic Packaging Holding Company (NYSE: GPK), is committed to providing consumer packaging that makes a world of difference. Headquartered in Atlanta, Georgia, we are a leading global provider of paper-based packaging solutions for a wide variety of products to food, beverage, foodservice and other consumer products companies. We are one of the largest producers of folding cartons and hold a leading market position in solid unbleached sulfate, coated unbleached kraft and coated recycled paperboard. Graphic Packaging’s customers include some of the most widely recognized companies in the world.

 

We achieve our vision by delivering value to our customers, building a high-performance culture for our employees, creating superior returns for our shareholders, and being an environmentally responsible leader in our industry and in the communities where we operate.

 

Graphic Packaging is a leader in the food and beverage packaging industry with over $4 Billion in annual sales.  At Graphic Packaging, in the Americas Converting Division, a Customer Advocate’s primary responsibility is to complete tactical and strategic processes associated with servicing a specific set of customer accounts. This position is not in a call center environment; this person will work as part of a smaller team that will have responsibility for the day to day management for all aspects for an assigned account or accounts.  Long term relationship development and responsiveness are key to success in this role.  The Advocate will manage information from and align the process with Sales, Operations, and the other support service groups.  He/she executes their role in the overall order fulfillment process to exceed customer expectations and align with GPI business, financial and operational objectives.


Required Skills

  • Knowledge and demonstrated use of Microsoft office--Excel, Word, Power Point, and Outlook

 

  • Tactical use of SAP including but not limited to:  I&D requests, Graphic Requests, Pricing Requests, Production orders, ZREV or ZBLK Management, Release Management, Forecasting models, Inventory report, or other customer related reporting, etc., SharePoint and  order management tools to meet customer needs. 

 

  • Understanding and involvement in metrics and Daily Lean Management

 

  • Know how & why to use SAP transactions and the interconnection of those systems with our business processes and workflows.  Ability to solve conflict and find resolutions.  Examples:  Researching Scheduling, AR, Board issues within ERP system to find possible resolutions.  

 

  • Demonstrated  positive behaviors in the following competencies: Customer focus, Composure,  Action oriented, team oriented, Effective communication skills, Responsiveness (Internal and External customers) and learning agility.

 

  • Full adherence to office work expectations.

 

  • Demonstrated team/project leadership on short term projects.  

 

  • Progressively more involved with decision making in order fulfillment processes while operating under less supervision. 

 

  • Higher degree of performance in base competencies adding Problem solving

 

  • Positive and progressive order fulfillment experience

 

  • Solid understanding of customer account management

 

  • General understanding and experience with ERP business applications.

 

  • A working knowledge of SAP is preferred

 

  • Demonstrated understanding of /ability to manage the impact of order fulfillment on cash flow

 

  • High degree of organization and attention to detail

 

  • Successful time management and prioritization skills

 

  • Demonstrated ability to successfully understand, manage and the interactions of all customers requirements--I&D requests, Graphic Requests, Pricing Requests, Production orders, ZREV or ZBLK Management, Release Management, Forecasting models, Inventory report, or other customer related reporting, etc.

 

  • Display ability to meet customer needs in timely manner and managing competing priorities.  

 

  • Minimal Supervisory or Peer Guidance needed within the listed above requirements.  General and more support needed for advanced issue resolution.   

 

 

DISCLAIMER

 

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for this job. This job description is not an employment contract, implied or otherwise. The employment relationship remains at-will.


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.


Nearest Major Market: Irvine California
Nearest Secondary Market: Los Angeles

Job Segment: ERP, Developer, SAP, Sales Operations, Customer Service, Technology, Sales