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Customer Service Representative
2 months ago
Job Summary: We are seeking a highly skilled and experienced Customer Advocate to join our team at Graphic Packaging International. As a Customer Advocate, you will be responsible for proactively managing major customer accounts, utilizing supply chain processes, technologies, and tools to make tactical and strategic decisions on a daily basis.
Key Responsibilities:
- Effectively handle strategic accounts, exhibiting leadership and developing areas of expertise.
- Provide process expertise to tactical decisions regarding accounts on a daily basis, including management of allocation across accounts.
- Assist in root cause problem solving surrounding customer issues and concerns.
- Work with transportation planning and mill teams to identify opportunities for improvements for un-executable shipment plans.
- Review carrier assignments and delivery appointments to ensure they are in alignment with capacity and are able to execute.
- Manage order quantities in order to maximize shipping capabilities, determine the most cost-efficient shipping method, anticipate customer needs, and proactively plan and manage customer accounts for order receipt.
- Participate in training, skill building, and knowledge transfer on process and systems to ensure a positive customer experience.
- Execute order close to ensure a clean order book and daily utilize various reports to manage customer orders.
- Manage consignment accounts to target inventory levels.
- Perform as a key driver in communication process: initiating communication and integration with downstream partners.
- Maintain a positive and proactive relationship with Sales, Logistics, Planning and Scheduling, Mill and Converting facilities.
- Build a positive rapport and maintain effective relationships with customers and proactively communicate with customer regarding status of orders and service.
- Perform 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.
Requirements:
- College degree or equivalent business experience required.
- Basic knowledge of a 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 servicing internal and external customers.
- Microsoft Office required.
- Important proven competencies: Customer Focus, Conflict Management, Priority Setting, Action Orientation, Informing, Perseverance, Problem Solving, Written Communications.
