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Title:  Customer Advocate II

Requisition ID:  8174-159
Location: 

Vancouver, WA, US, 98683

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

Summary The Customer Advocate’s (CA) primary responsibility is providing “exceptional” customer service to our strategic account base. This will be accomplished by managing

projects, collecting & distributing information, communicating with the customer and the plant, and proactively looking for ways to increase the value that we bring to our customers. The

position will also be responsible for all aspects of managing “house” accounts. The position will handle all existing customer issues except major projects that require the sales rep’s direct

involvement. The CA will ideally begin transitioning into the role on the first couple of orders and eventually be the contact for the majority of the customer’s needs.

 

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  1. Sales order and job folder creation
  2. Job creation & job flow checklist
  3. CAD request – Layout
  4. New business checklist & meeting
  5. Combo orders and generate accurate specs.
  6. Graphics management
  7. Press checks
  8. Shipping releases
  9. Customer interface
  10. Monthly sales forecast
  11. Board forecasting
  12. Handling quality issues and NCR’s
  13. Account development and growth
  14. RFQ’s for existing accounts
  15. Ability to work 8 hours/day plus overtime as required

 

Competencies

To perform the job successfully, an individual should demonstrate the following competencies :

  • Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs.
  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Uses reason even when dealing with emotional topics.
  • Project Management - Communicates changes and progress; Completes projects on time and budget.
  • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service ; Responds to requests for service and assistance;
  • Meets commitments.
  • Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to other without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
  • Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
  • Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue ; Conserves organizational resources.
  • Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
  • Organizational Support - Follows policies and procedures; Supports organization's goals and values; Benefits organization through outside activities.
  • Judgment - Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process.
  • Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
  • Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
  • Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
  • Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

 

Qualifications: To perform this job successfully, an individual must 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 and/or Experience

Two year college or university program certificate; or two to four years related experience and/or training; or equivalent combination of education and experience.

 

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.

 

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 Skills

To perform this job successfully, an individual should have knowledge of Spreadsheet software and Word Processing software.

 

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may

be made to enable individuals with disabilities to perform the essential functions.

 

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations

may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

 

 


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: Portland Oregon
Nearest Secondary Market: Tacoma

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