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Title:  Customer Advocate II

Requisition ID:  10735-159
Location: 

Portland, OR, US, 97217

Category:  Customer Service and Sales Support
Travel:  Negligible
Pay Grade:  86

Job Summary

Manage day to day activities of ongoing business with customers. Respond to customer needs to ensure they receive the best service possible through processing of purchase orders, preparing general correspondence and coordinating with other team members; Sales, Graphic, Production and Logistics Departments to meet the customer needs.  Act as customer contact regarding pricing, availability, scheduling and shipping.  Resolves problems and communicates decisions to appropriate departments and customers.

 Duties and Responsibilities

  • Ensure all shipments are on time and per the agreed upon conditions. Maintain monthly OTS reporting with OTS to negotiated > target%.  Facilitate expedited deliveries as required, with lowest possible impact to GPI.
  • Contact point for all information, requests and issues related to a customer. Coordinates and handles every aspect of customer orders so that there is one central point of control.
  • Process purchase order from customer. Enter order, ensure pricing is accurate, and follow order through system to ensure delivery is made to customer request.  If unable to meet customer need by date, inform customer as soon as possible.  If customer is unable to work with given have ready date, work with Sales and Production to arrange production to best meet customer need.
  • Consistently communicate with Production Planning to ensure continuity of orders.
  • May involve working with Purchasing and Material Handling to expedite materials needed for production.
  • Provide monthly forecasting as needed.
  • Maintain customer AR to corporate percent current targets.
  • Work with Quality Manager / Technical Group to facilitate all development and CI orders.
  • Execute all Quality complaint and inventory return within the corporate lead-time closure target.
  • Maintain price sheets and facilitate customer pricing as coordinated with Sales & Accounting.
  • Responsible for all new item template creation and communication on new graphics. Ensure new products samples and drawdowns are completed to expectations.
  • Contribute to achieving strategic goals; Sales target, EBITDA, Quality, On-time, as established.
  • Participate in Safety programs, including providing risk assessment on self and with manufacturing peers.

   

Required Qualifications

  • 2-3 years demonstrated skill in customer service and order management.
  • BA/BS degree or Associates degree and 2-3 years equivalent job experience.
  • Knowledge of and demonstrated math skills, experience with UOM conversions.
  • Strong verbal and written communication skills.
  • Proficiency and consistency in organizational management.
  • Ability to follow instruction both verbal & written and complete assignments on time.
  • Working knowledge of computer and proficiency with computer programs within the Microsoft office applications.
  • Must be detail oriented and self-motivated, able to work with minimal supervision in a rapidly changing environment.
  • Must have proven ability to work in a manufacturing environment.
  • Must have good people skills and be able to work with variety of types of staff to coordinate supplies and services for all levels of the organization.
  • Ability to prioritize tasks in an environment of changing needs and deadlines.
  • Ability to work 8 hours/day plus overtime as required.

 

 Desired Skills and Experience

  •  SAP ERP software proficiency
  • Experience within Converting, Paper or related industries
  • Inventory, materials and planning knowledge including JIT, MRP and CPIM
  • Must have understanding of material specification in terms of UOM, quality and technical requirements
  • Knowledge and understanding of BOM structures, standard costing systems, and order placement processes
  • Able to provide direction and training to peers as needed.

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.