Customer Advocate II

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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

General Customer Service includes post-sale technical and/or non-technical customer service and

support across multiple sub-families for business and/or end-consumer customers including: Remote

Customer Service (providing customer service and support via phone, online chat, or text). Call centerbased customer support in response to a high volume of low complexity inquiries. Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries Distribution Center Customer Service: Performed in a distribution center, product returns/repair center, or field walk-in customer service facility including acting as liaison between customers, production and distribution departments related to specific customer orders. Providing technical and non-technical customer support in a walk-in service center Incumbents matching to this specialization are not compensated based on achievement of sales targets.

Essential Duties & Responsibilities

• 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
• All other duties as assigned

Safe Quality Food Responsibilities For All Employees

• Follow all Plant rules, Processes, Hygiene, and Allergens procedures, related to production of

SAFE QUALITY FOODS.

• Report to person of authority to record any potentially unsafe conditions which may result in
• unsafe foods or noncompliance to SQF related procedures.
• Participate in SQF Root Cause and Corrective Actions (from customer complaints, SQF audits,
• validation, and verification activities) as required.
• Follow all procedures related to producing Safe Quality Foods (SQF).
• Report any potentially unsafe SQF conditions or customer complaints to a person of authority to
• record and/or correct the situation.

The candidate must be able to perform the essential functions of the position satisfactorily, with or

without a reasonable accommodation. Graphic Packaging retains the right to change or assign other

duties to this position.

Required Skills

• Solid understanding of customer account management
• General understanding and experience with ERP business application, (SAP preferred)
• High degree of organization and attention to detail
• Successful time management and prioritization skills
• Effective written and oral communication
• Microsoft Office Skills

Position Experience

• High School Education + 2 years related experience.
• Four-year degree in applicable field of study or compensatory work experience is required

The candidate must be able to perform the essential functions of the position satisfactorily, with or

without a reasonable accommodation. Graphic Packaging retains the right to change or assign other

duties to this position.

Key Competencies

• Business acumen
• Curiosity
• Interpersonal skills
• Tenacity
• Influence skills
• Self-starter
• Negotiation skills
• Organization skills
• Results oriented

Pay Range: $45,000.00 - $56,300.00

Graphic Packaging is an equal opportunity employer and abides by all applicable federal, state provincial and local laws with respect to the recruitment and hiring process. We are committed to an inclusive, barrier-free recruitment and hiring process free from discrimination or harassment based upon race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Should you require an accommodation for a disability, please contact your Human Resources representative or email [email protected].

Requisition: 14946