Customer Advocate II

JOB SUMMARY:

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.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• 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.

EDUCATION & EXPERIENCE

• Four-year degree in applicable field of study or compensatory work experience is required


• 2-5 years’ work experience or proven track record for success


• 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

Disclaimer

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. 

Career Level

Competencies

Pay Range

$55,000.00 - $68,700.00