Customer Service Representative

US-CA-Irvine
ID
2017-3874
# of Openings
1
Category
Customer Service/Support
Type
Direct Hire

Overview

Graphic Packaging is a leader in the food and beverage packaging industry with over $4 Billion in annual sales.  At Graphic Packaging, in the Consumer Packaging Division, a Customer Advocate’s primary responsibility is to complete tactical and strategic processes associated with servicing a specific set of customer accounts. This position is not in a call center environment; this person will work as part of a smaller team that will have responsibility for the day to day management for all aspects for an assigned account or accounts.  Long term relationship development and responsiveness are key to success in this role.  The Advocate will manage information from and align the process with Sales, Operations, and the other support service groups.  He/she executes their role in the overall order fulfillment process to exceed customer expectations and align with GPI business, financial and operational objectives.

Responsibilities

Required Skills

  • Knowledge and demonstrated use of Microsoft office--Excel, Word, Power Point, and Outlook
  • Tactical use of SAP including but not limited to:  I&D requests, Graphic Requests, Pricing Requests, Production orders, ZREV or ZBLK Management, Release Management, Forecasting models, Inventory report, or other customer related reporting, etc., SharePoint and  order management tools to meet customer needs. 
  • Understanding and involvement in metrics and Daily Lean Management
  • Know how & why to use SAP transactions and the interconnection of those systems with our business processes and workflows.  Ability to solve conflict and find resolutions.  Examples:  Researching Scheduling, AR, Board issues within ERP system to find possible resolutions.  
  • Demonstrated  positive behaviors in the following competencies: Customer focus, Composure,  Action oriented, team oriented, Effective communication skills, Responsiveness (Internal and External customers) and learning agility.
  • Full adherence to office work expectations.
  • Demonstrated team/project leadership on short term projects.  
  • Progressively more involved with decision making in order fulfillment processes while operating under less supervision. 
  • Higher degree of performance in base competencies adding Problem solving
  • Positive and progressive order fulfillment experience
  • Solid understanding of customer account management
  • General understanding and experience with ERP business applications.
  • A working knowledge of SAP is preferred
  • Demonstrated understanding of /ability to manage the impact of order fulfillment on cash flow
  • High degree of organization and attention to detail
  • Successful time management and prioritization skills

Qualifications

Required Experience

  • Understanding of board substrates, lead times and board ordering processes.
  • Basic knowledge of printing, cutting, and finishing operations.  Knowing purpose of each process step.
  • Demonstrated ability to successfully understand, manage and the interactions of all customers requirements--I&D requests, Graphic Requests, Pricing Requests, Production orders, ZREV or ZBLK Management, Release Management, Forecasting models, Inventory report, or other customer related reporting, etc.
  • Display ability to meet customer needs in timely manner and managing competing priorities.  
  • Minimal Supervisory or Peer Guidance needed within the listed above requirements.  General and more support needed for advanced issue resolution.   

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