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Title:  Customer Advocate

Requisition ID:  16916-159
Location: 

Lowell, MA, US, 08153

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

We are seeking candidates to join our Customer Service Department as a Customer Advocate. We offer outstanding opportunities for our employees to advance their careers through on the job training and job progression. These are skilled trade positions where our employees build successful careers in the Printing & Packaging industry.

We offer a wide array of benefits including, but not limited to, Paid Vacation, Holidays, optional Health, Dental, and Life Insurance, health spending accounts as well as 401(k) with matching funds. Employees may voluntarily elect Pet Insurance, Home & Auto Insurance Programs, Purchasing Power, Tuition Reimbursement, Aflac, Lifelock Identity Protection, and Hyatt Legal Services. Tobacco Cessation and Employee Assistance/Referral Program, Uniform Service, Safety Shoe, and Safety Prescription-Eyewear benefits are also available.

 

JOB SUMMARY: At Graphic Packaging, in the Americas 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.

 

JOB FUNCTIONSJob functions 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)
  • Achieve all goals associated with cash flow for GPI as associated for their account
  • Goals include accounts receivables and working capital management
  • Participate in Lean Sigma projects and deploy continuous improvement initiatives
  • Develop strong relationships with internal and external customer contacts
  • Liaison between GPI and our customer on all aspects of account management
  • Shares an obligation to protect and strengthen Graphic Packaging International’s good reputation in our relationships with customers, employees, suppliers, competitors, investors, and governmental agencies, and to act consistently with our core values: Integrity, Respect, Accountability, Relationships, and Teamwork
  • Other duties as assigned

 

BACKGROUND / EXPERIENCE:

  • Manufacturing experience preferred
  • 3-5 years in similar role
  • To perform this job successfully, an individual must have excellent attendance, be able to work independently and be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

EDUCATION / KNOWLEDGE:

  • High School Diploma, GED or equivalent required
  • Bachelor’s degree in related field and/or equivalent experience in a converting facility is preferred
  • Solid understanding of customer account management

 

SKILLS

  • LANGUAGE SKILLS - Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Bilingual in English/Spanish is a plus.
  • MATHEMATICAL SKILLS - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
  • REASONING ABILITY - Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • COMPUTER/OFFICE EQUIPMENT SKILLS - SAP, MS Office and database programs; requires use of all general office equipment (e.g. fax, copier, telephone, etc.).

 

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 continuously, depending on job assignment, for extended periods
  • Ability to twist neck and back and fingering frequently (34-66% of the time)
  • Ability to balance, stoop, bend, squat, climb, twist, handle, feel, reach above shoulder level, at or below shoulder level, over 18” and to reach to the floor, and kneel occasionally (1-33% of the time)
  • Lifting up to 10 lbs. occasionally (1-33% of the time)
  • Typing and computer skills are essential
  • Requires repetitive use of both hands for simple grasping on an occasional basis; for use in administrative type work, computer, filing, copying, phone use, talking
  • Ability to read, write, hear, see, speak
  • Reading computer screen or other electronic devices
  • Work in areas of fluctuating temperature and loud noises
  • PPE required: Steel-toed/safety footwear, Safety Glasses, Hearing Protection, Cut resistant Safety Gloves, Hair Net, Beard Net

 

KEY COMPETENCIES:

  • Integrity & Trust
  • Action Oriented
  • Lives the Core Values

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 Poster, EEO is the Law.


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