Senior Customer Advocate

Our client is 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. The team is collaborative, diverse, and innovative, creating inspired packaging while giving back to the community.

Job Description:

The Senior Customer Advocate will work closely with an assigned set of accounts to provide overall account management. The ability to impact and grow with a global organization makes this an exciting and impactful opportunity. You will find a fast-paced environment focused on delivering world class customer service. This is an excellent opportunity to contribute to the success of our organization.

Our employees are the cornerstone of our success. We place great emphasis on exceeding customer expectations, delivering results, community involvement and environmental sustainability. The right candidate should value corporate citizenship as well as focusing on achieving gold level customer service.

We strive to be an environmentally responsible leader 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.

The ideal candidate will be part of a team that will support our Canadian Division and have responsibility for the day-to-day management for all aspects for an assigned account or accounts. Problem-solving, long-term relationship development, and responsiveness are keys to success in this role. The Senior Customer Advocate will interact with multiple business units to drive results by executing order fulfillment processes to exceed customer expectations and align with GPI business, financial, and operational objectives.

Job Functions:

Job functions include but are not limited to the following.

• • Order input into system using the key parameters as defined by the procedures.
  • Tactical use of local ERP system (AS 400 / Globetek) including but not limited to: Graphic Requests, Pricing Requests, Production orders, Release Management,Forecasting models, Inventory report, or other customer related reporting, SharePoint and order management tools to meet customer needs.
  • Communicate with customers, sales, and production to provide timely follow-up of order status etc.
  • 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.
  • Interface with internal customers such as graphics and production to ensure all requirements are adequate to process the order.
  • Accountable for accurate pricing of orders and shipments Resolve Quality and Working Capital issues (Aged Inventory etc.) Act as inside coordinator for Account Managers to allow management, sales, and production to better understand the service levels provided to our customers.
  • Demonstrated team/project leadership on short term projects. Ability to solve conflict and find resolutions.
  • Act as a backup for CCR’s on vacation.
  • Provide reporting to customers on order status and inventories. Effective use of VMI (Vendor Management Inventory) processes utilizing CPFR tool or other inventory management tools.
  • Ability to communicate with our personnel with the intent of meeting and exceeding the customer’s needs.
  • Progressively more involved with decision making in order fulfillment processes while operating under less supervision.
  • Project management for our external customers (develops new business with existing customers).
  • Shares an obligation to protect and strengthen our organization’s reputation and relationships with customers, employees, suppliers, competitors, investors, and governmental agencies.
  • Acts in accordance with our core values: Integrity, Respect, Accountability, Relationships, and Teamwork.
  • Other duties as assigned.

Education / Knowledge:

• Solid knowledge of customer account management.
• Positive and progressive order fulfillment experience.
• Demonstrated understanding of/ability to manage the impact of order fulfillment on cash flow.
• Experience manufacturing, preferably in a converting facility is preferred.
• Fluently Bilingual (French and English) will be considered an asset.
• Computer Skills: SAP, AS400, Microsoft Office, and database/scheduling programs.
• Ability to work under pressure and multitask in a fast-paced environment.
• Excellent verbal and written communication skills.
• Excellent telephone and email etiquette.
• Excellent problem-solving skills.
• High degree of organization and attention to detail.
• Successful management and prioritization skills.
• Able to work independently and within a team environment.

Schedule Demands:

• General schedule is an 8-hour M-F assignment.
• On call scheduling, logistics, and materials resource outside normal work hours.

We are an equal opportunity employer that is committed to inclusive barrier-free recruitment and selection processes. We are pleased to accommodate individual needs in accordance with the Accessibility for Ontarians with Disabilities Act, 2005. Should you accept this employment letter of offer, and should you require accommodation at any time, please advise Human Resources.