Title:  Customer Advocate II

Requisition ID:  3108

Kalamazoo, MI, US, 49007

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.


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


  • Position reports to the Customer Service Manager
  • Enter/import internal and external customer orders via Panther Order entry module.
  • Plan, enter and communicate customer shipment load plans via Panther load planning module.
  • Maintain positive relationships between Customer Service, Operations Mgt., Sales, Suppliers, and the Customer.
  • Assist in root cause problem solving surrounding customer issues and concerns.
  • Manage order quantities to maximize shipping capabilities; determines the most cost-efficient shipping method; anticipate customer needs and proactively plan and manage customer accounts for order receipt; have a clear and solid understanding of processes and downstream impact on Company’s profitability.
  • Participate in training, skill building and knowledge transfer on process and systems to ensure on time delivery and accurate invoicing.
  • Perform as key driver in communication process: initiating communication and integration with downstream partners.
  • Builds a positive rapport and maintain effective relationships with customers and proactively communicates with customer regarding status of account and service.
  • Partner with site leadership team to ensure product quality standards are met or exceeded.
  • Coordinate and manage the work-in-process and finished goods inventories through the SAP/Panther systems.
  • Review and communicate production commitments to Shipping Department to meet customer needs.
  • Prepare reports, as needed, by management.
  • 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.
  • Compliance with all Company policies, procedures, and processes.
  • Participate in local Lean Manufacturing cadence.
  • Participate in off-shift coverage responsibilities and rotation as required.



Other duties as assigned. The above job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.



  • 0-3 years of relevant work experience required 
  • Basic knowledge of 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



  • Bachelor’s degree or an equivalent combination of related training and experience
  • Microsoft Office, specifically Excel skills, required
  • Previous transportation experience a plus




  • Strong organizational skills
  • Quality orientation and attention to detail
  • Strong interpersonal and communication skills
  • An ability to manage multiple priorities
  • Strong team player


Salary Min:   $40,470.00

Salary Mid:   $50,540.00

Salary Max:  $60,610.00


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 Poster, EEO is the Law.


Nearest Major Market: Kalamazoo