Customer Advocate IV

Graphic Packaging International A world of difference.
Made better.
$60000-$65000 Full time day hours no weekends We are seeking an experienced Customer Advocate to join our growing organization.
This will be an advanced Level 4 position.
In this role you will be responsible for dedicated customer account management including repeat sales and customer satisfaction.
As a lead point of contact with our customers in conjunction with Sales and the Director of Customer Services, you should anticipate the customers needs, work within the company to ensure deadlines and product deliverables are met to create a successful relationship.
Customer Advocate Level 4 Duties and Responsibilities: Strive to build, maintain, and create long-term relationships with customers by delivering exceptional customer service on a day-to-day basis.
Collaborate with Sales, Director of Customer Services and the New Business Integration Director to onboard new business initiatives and develop existing customer relationships.
Respond to customer correspondence, both verbal and written in a timely manner.
Preparation and participation of quarterly and annual business reviews.
Forecast and track key account metrics.
Monitor and analyze customer's product usage to manage inventory levels.
Initiate Corrective Action Requests and internal coordination of analysis and documentation to ensure timely response to customer concerns.
Work on special projects, proposals and reports as assigned.
Manage, prepare, and assist with development of customer reporting.
Process customer orders, production orders, releases and maintain customer files.
Prepare and provide Order Acknowledgements.
Provide support, as needed for Sales Account Executives and Director of Customer Services.
Participation in training of new employees to improve understanding of Sales/Customer Account Manager role in organization.
Assist with cross-training of team members to ensure department is capable of sustaining business activities during PTO, holidays, emergency leaves, etc.
Organizational Relationships: The Level 4 Customer Advocate is responsible for interfacing and communicating with nearly every department within the organization, to ensure the highest level of Customer Satisfaction.
This position has no direct reports.
Customers: Serve as primary internal contact for customer accounts.
Must be knowledgeable about status of all facets of customer orders/projects.
Sales Account Executive: Serve as co-manager of accounts, providing complete and timely communications to the Salesperson.
Providing internal support for Salesperson to initiate, detail and follow through on all request orders and projects.
Graphic Design: Provide information regarding customer design projects.
Receive feedback and cost information to be communicated to customer.
Communicate changes and approvals as dictated.
Structural Design: Provide information for creation of and revisions to structural designs, per customer needs.
Provide feedback regarding changes to designs.
Request samples for customer review and approval.
Estimating: Provide information for estimating and quoting purposes.
Provide information needed for establishment and maintenance of Item master's in computer system.
Scheduling: Communicate customer requirements, information pertinent to the scheduling of production, coordinate and communicate all approvals and supply daily status reports on all orders/projects.
Must maintain Min/Max programs for specified account.
Production: Supply all needed details regarding customer requirements, per Review Board meetings as well as informal communication.
Materials & Supply: Communicate customer requirements, expected timelines, and forecasted projections.
Logistics: Provide specific, detailed information regarding customer releases, delivery dates, and transportation requirements.
Quality: Communicate details of Corrective Action Requests.
Receive information for customer regarding disposition issues.
Initiate and monitor sort, rework progress for customer issues.
Work with auditors to ensure quality samples for customers.
Accounting: Credit applications and approvals.
Inventory management.
Invoicing and Accounts Receivable issues.
General Hours of Work Primarily days Monday through Friday 8-5 Extended hours may be needed to meet business needs Knowledge, Skills, Abilities and Essential Qualifications Must be able to work the days/hours specified.
To perform this job successfully, an individual must be able to perform each of their duties and responsibilities satisfactorily.
Exceptional prioritization, verbal, written, phone and analytical skills.
Excellent organizational and time-management skills.
Proven ability to manage multiple projects at one time while paying strict attention to detail.
Self-motivated and able to thrive in a result driven fast-paced environment without close supervision.
Must be highly proficient in Windows based software and Microsoft Office Applications.
Team player required, must be willing to assist team members in other areas as needed.
Ability to follow Standard Operating Processes and Procedures.
Education and Experience High School Diploma / GED Required.
Vocational or post-secondary education in business or related field preferred.
Advance level experience in customer service, account management or project management in a manufacturing environment highly preferred.
Must have a minimum of 5 years' experience in customer service with a minimum 3 years of account/project management or relevant experience.
Introductory sales experience a plus.
Proven account management or other relevant experience.
Experience in delivering client-focused solutions based on customer needs.
Work Environment General administrative office conditions, phone and computer work.
While performing the duties of this job, the employee will be regularly required to sit, stand, use hands to type, finger, handle or feal, and talk or hear.
Specific vision abilities required for this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Some travel may be required.
The noise level in the work environment is usually moderate.
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