Customer Advocate II

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, food service, 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.

The Customer Advocate II is responsible for proactively managing major customer accounts through the utilization of the supply chain processes, technologies, and tools and making tactical and strategic decisions regarding those accounts. Balance customer needs with Division’s objectives. Develop and maintain customer, sales, supply chain and manufacturing relationships through superior service and communication.

This is a hybrid role working in office at the Atlanta headquarters on Tuesday - Thursday, 8:00am - 5:00pm EST and work from home days are Monday and Friday.

• Perform as key driver in communication process: initiating communication and integration with downstream partners.
• Effectively handles strategic accounts; exhibits leadership and develops areas of expertise.
• Assists in root cause problem solving surrounding customer issues and concerns.
• Manages order quantities to maximize shipping capabilities; determines the most cost-efficient shipping method; anticipates customer needs and proactively plans and manages customer accounts for order receipt; has a clear and solid understanding of processes and downstream impact on Company’s profitability.
• Participates in training, skill building and knowledge transfer on process and systems to ensure on time delivery and accurate invoicing.
• Demonstrates competency in SAP and PRD systems and functionality required for order entry, management, tracking and problem resolution of customer orders.
• Executes order close to ensure a clean order book and daily utilizes various reports to manage customer orders.
• Maintains a positive and proactive relationship with Sales, CTE, Planning, Scheduling, and Converting facilities.
• Builds a positive rapport and maintains effective relationships with customers. Proactively communicates with customer regarding status of account and service.
• Performs as a good team player through showing mutual respect and creating morale / spirit, sharing knowledge, demonstrating a willingness to learn, be a willing back up, actively participates in meetings, identifies continuous improvements, uses diplomacy and tact, and treats others with respect and dignity.
• Other duties as assigned.

• College degree or equivalent work experience in a customer service environment in lieu of a degree.
• 0-3 years of relevant work experience in a customer service environment is required.
• Basic knowledge of global supply chain (demand planning, supply planning, warehouse and transportation, manufacturing)
• Prior successful Customer Service experience, a proven track record of accomplishment in working in an environment…