Customer Advocate III

About the role

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.

In a world that is more connected than ever before, this role stands at the intersection of national and global commerce and human connection. The Customer Advocate II is not just a steward of supply chains and logistics; they are a champion of service, a builder of relationships, and a guardian of trust. Each day, they stand as the hub of multiple departments with competing objectives and they advocate for their customers with clarity, purpose, and resolve—ensuring that our customers receive not only our products but our unwavering commitment to excellence. This position calls for someone who can balance the needs of our customers along with the strategic vision of the organization with tactical precision. The Customer Advocate works in conjunction with sales, warehouses, mills, machine scheduling, supply and transportation planners, logistics and other support functions to ensure the best service to our customers.

Responsibilities

• Lead the management of strategic accounts, demonstrating expertise and ownership.
• Make informed tactical decisions daily, ensuring seamless order management across multiple accounts.
• Investigate and resolve customer issues through root cause analysis and proactive problem-solving.
• Lead the management of strategic global accounts, demonstrating expertise and ownership.
• Facilitate training and knowledge sharing to promote timely delivery and accurate invoicing.
• Utilize Panther system proficiently for order entry, tracking, and resolution.
• Maintain a clean order book through diligent order closure and report utilization.
• Collaborate with supply planners to optimize use of non-conforming product (NCP) and reduce inventory waste.
• Strategically manage order quantities and shipping methods to maximize efficiency and customer satisfaction.
• Serve as a key communicator across departments, fostering strong relationships with Sales, Logistics, Planning, and Manufacturing teams.
• Build and maintain positive rapport with customers, providing proactive updates and support.
• 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.

Requirements

• 3-5 years of progressive experience in customer service, supply chain, or logistics roles, preferably in a manufacturing environment.
• Demonstrated ability to work cross-functionally with multiple departments to resolve complex service issues.
• Experience using Panther or similar ERP systems for order management, tracking, and reporting.
• Strong analytical and problem-solving skills with a track record of root cause analysis and continuous improvement.
• Experience working in fast-paced, high-volume environments with a focus on customer satisfaction and operational efficiency.
• Proven success managing strategic international customer accounts, with a strong understanding of export documentation, Incoterms, and trade compliance.

Qualifications

• Bachelor’s degree in business, Supply Chain Management, Logistics, or related field preferred; equivalent business experience considered.