Title:  Customer Advocate III

Requisition ID:  2639

Portland, OR, US, 97217

Department:  Customer Service
Travel:  Up to 25%

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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 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 assigned customers. Coordinates and handles every aspect of customer order 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.  Understand the required alignment of Planning and customer service to basic scheduling capability.
  • Working knowledge of raw material requirements and analysis.
  • Owns the inventory production to customer Purchase orders and ensure that all rework, remnants and excess are appropriately managed.  Maintain FGI inventories to the stated requirements per account.
  • SME for Multiple Functions (i.e. owner or go to person on functional aspect of role).
  • Facilitate resolution meetings with Customer and sales on metrics.
  • Ability to manage or identify areas of margin erosion--escalating and finding solutions to improve margin.
  • Ability to manage any account at any time with little day to day input from Sales or Management.
  • Provide monthly forecasting.
  • Maintain customer AR to corporate percent current targets.
  • Work with Quality Manager / Technical Group to facilitate all development and CI orders, including responsibility for all new item template creation and communication on new graphics. 
  • 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.
  • Ensure new products samples and drawdowns are completed to expectations.
  • Find achievable solutions to improve the process based on understanding of how all systems and transactions interconnect.  Lead or participate in improvement projects or ideas presented and or executed. 
  • Ability to update and create new work instructions for SAP transactions or other business process.  
  • Ability to create and develop run strategies working with Planning and/or Operations to develop cost effective solutions.
  • 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.
  • No Supervisory or Management Support needed.


Required Qualifications

  • At least 4 years demonstrated planning, customer service or order management.
  • BA/BS degree or associate degree and 5 years equivalent job experience.
  • ERP software proficiency: SAP preferred.
  • Knowledge of and demonstrated math skills, experience with UOM conversions.
  • 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.
  • Must be able to work 8 hours/day plus overtime as required.
  • Inventory, materials and planning knowledge including JIT, MRP and CPIM
  • Knowledge and understanding of BOM structures, standard costing systems, and order placement processes.


Desired Skills and Experience

  • Experience within Converting, Paper mills, or related industries.
  • Understanding of material specification in terms of UOM, quality and technical requirements



Salary Min:   $53 235,00

Salary Mid:   $66 570,00

Salary Max:  $79 905,00


GPI’s Benefit Program

  • Competitive Pay
  • 401(k) w/employer matching
  • Health & Welfare Benefits
    • Medical, dental, vision, and prescription drug coverage
    • Short and Long-Term Disability
    • Life Insurance
    • Accidental Death & Dismemberment (AD&D) Insurance
    • Flexible Spending and Health Savings Accounts
  • Various Voluntary benefits
  • Adoption Assistance Program
  • Employee Discount Programs
  • Employee Assistance Program
  • Tuition Assistance Program
  • Paid Time Off + 11 paid company holidays each year


Applicants will be accepted on an ongoing basis and there is no deadline.


This role is incentive plan eligible.  Additional information will be shared during the hiring process. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, knowledge, skills, past experience, job duties, geography, and business need, among other things.


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: Portland Oregon