Graphic Packaging International, LLC develops fiber-based packaging for food, beverage, and other consumer products. Its portfolio includes paper cups, food cartons, and beverage containers, placing the company at the intersection of manufacturing, food and beverage, and eCommerce supply chains. Headquartered in Atlanta, Georgia, Graphic Packaging operates across more than 130 locations worldwide and has nearly 25,000 employees. The company’s work also emphasizes environmentally responsible packaging, workplace diversity, sustainability, and community involvement. Its careers site provides information for professionals exploring opportunities with the organization.
Customer Advocate III - Onsite in Kalamazoo, Michigan
Customer Advocate III supporting strategic global packaging accounts for Graphic Packaging International. The role coordinates order management, logistics, planning, and customer service across manufacturing operations.
Description
- Manage strategic and global customer accounts.
- Make daily tactical decisions to maintain smooth order management across multiple accounts.
- Analyze root causes and resolve customer issues through proactive problem-solving.
- Deliver training and share knowledge to support on-time delivery and accurate invoicing.
- Use the Panther system for order entry, tracking, and issue resolution.
- Keep orders current through closure and monitor utilization reporting.
- Work with supply planners to increase use of non-conforming products and limit inventory waste.
- Adjust order quantities and shipping methods to improve efficiency and customer satisfaction.
- Coordinate communication among Sales, Logistics, Planning, and Manufacturing.
- Strengthen customer relationships through proactive communication and support.
- Attend meetings, exchange knowledge, contribute to continuous improvement, and provide backup coverage.
Requirements
- Three to five years of progressive experience in customer service, supply chain, or logistics, ideally within manufacturing.
- Ability to collaborate across departments to resolve complex service concerns.
- Experience with Panther or a comparable ERP platform for order management, tracking, and reporting.
- Strong analytical and problem-solving capabilities, including root-cause analysis and continuous improvement.
- Experience handling high-volume, fast-paced operations while maintaining customer satisfaction and efficiency.
- Demonstrated success managing strategic international customer accounts.
- Working knowledge of export documentation, Incoterms, and trade compliance.
- Bachelor’s degree in business, supply chain management, logistics, or a related discipline preferred; equivalent business experience may be considered.
- Understanding of supply chain functions such as demand and supply planning, transportation, and warehousing.
- Advanced communication skills.
- Commitment to improving processes.
- Resilience and adaptability in changing conditions.
- Careful attention to detail.
- Strong customer orientation.
- Conflict-management skills.
- Ability to set priorities effectively.
- Action-oriented approach.
- Practical problem-solving ability.
- Clear written communication skills.
- Ability to perform essential job functions satisfactorily, with or without reasonable accommodation.
Benefits
- Compensation and benefits programs are presented as among the strongest in the industry.
- Reasonable accommodations are available for qualified candidates with disabilities.
- The recruitment and hiring process is designed to be inclusive and free of barriers.