Customer Service Manager

Amcor; Frankenthal (Pfalz); Vor Ort; EUR 90.000 - 120.000; Vollzeit

Zusammenfassung

Amcor is seeking a Regional Customer Service Manager to lead CSRs in a customer-centric, cross-functional team. You will own the customer experience, resolve issues, and drive process improvements across markets.

Strong English and German, plus leadership experience in CS/SC, are essential. You will collaborate with Sales and Technical teams on pricing, budgets and new projects, ensuring on-time delivery while maintaining high service standards.

Qualifikationen

• 7+ years in Customer Service or Supply Chain in a complex Matrix organization.
• Languages: Very good level of English & German.
• Experience leading CS, SC and logistics/warehouse processes.
• Experience with technical products that require explanation.
• Customer service mindset with analytical problem solving.

Aufgaben

• Lead the Customer Service Representatives (CSRs) in a customer-centric organization.
• Own customer issues and drive resolution and satisfaction.
• Participate in development and launch of market and product strategies with profitability considerations.
• Provide leadership and development for CS teams on site and remotely.
• Support Sales teams with cost calculations for projects and products.
• Oversee key customer projects from concept to market launch, ensuring deadlines.

Kenntnisse

English (fluent)

German (fluent)

Leadership

Analytical thinking

Communication

Strategic thinking

Power BI

Ausbildung

BS in Business Administration

Tools

Power BI

Jobbeschreibung

Accelerate the possible by joining a winning Amcor team that’s transforming the packaging industry and improving lives around the world.

At Amcor, we unpack possibility through our innovative and responsible packaging to provide solutions that benefit our customers, our people and our planet. More than 10,000 consumers worldwide encounter our products every second and rely on us for safe access to food, medicine and other goods. We value their trust by making safety our guiding principle. It’s our core value and integral to how we do business.

Beyond this core principle, our shared values and behaviors unite us as we work together to elevate customers, shape lives and protect the future. We champion our customers and help them succeed. We play to win – adapting quickly in an everchanging world – and make smart choices to safeguard our business, our communities and the people we serve for generations to come. And we invest in our world‑class team, empowering our colleagues to unpack their potential, because we believe when our people grow, so does our business.

To learn more about playing for Team Amcor, visit www.amcor.com I LinkedIn I Glassdoor I Facebook I YouTube

BG and BU: RPSI - Health, Beauty and Wellness (RPSI_HBW)

Function: Operations

Sub-function: Customer Service

Line Manager’s Job Title: Regional Customer Service Manager

Contract Type: Permanent

Job Purpose

Lead the Customer Service Representatives (CSRs) in support of a customer‑centric organization. Build customer loyalty by proactively managing the Customer’s experience, taking ownership of customer expectations, and providing innovative service solutions.

Principal Accountabilities

Main Responsibilities

• Improve customer service experience and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Participation in the development, implementation and launch of market and product strategies, including ensuring profitability and negotiating intercompany prices
• Providing disciplinary and functional leadership and professional development for the Customer Service teams in Zell and Lenhausen
• Supporting Sales Managers and Key Account Managers, e.g., with cost calculations for new projects and existing products
• Actively overseeing key new customer projects (from conception and development to market launch) and monitoring progress—both internally and externally—to ensure deadlines are met through collaboration with technical departments
• Ensuring compliance with legal requirements, including German Customs laws
• Assisting in the preparation of the annual sales budget
• Preparing monthly forecasts based on invoiced items and the order book
• Creating and updating sales bridge analyses
• Preparing cost calculations to serve as the basis for long‑term supplier declarations
• Build customer loyalty by proactively managing the Customer’s experience, taking ownership of customer expectations, providing innovative service solutions, and maintaining an “ease of doing business” environment.
• Work in collaboration with other functions on escalated issues relating to customer orders, graphics issues, ship dates, quality concerns etc.
• Review internal/external complaints and identify trends, ensure corrective actions are appropriately communicated internally and externally.
• Build organizational capability through recruitment, development, and retention of top talent. Key activities include robust performance reviews, clear annual objectives, creating a culture of accountability and a focus on excellence.

Qualifications/Requirements

Formal Qualifications and Experience

• At least 7 years’ experience in Customer Service/Supply Chain in a complex Matrix organization
• Languages: Very good level of English & German
• People Management
• Fully operational knowledge of CS, SC and additionally logistics/warehouse processes
• Experience with technical products that require explanation
• Uncompromising Customer Service mindset
• Distinctive analytical power combined with practical creativity for identification of improvement potentials
• Working knowledge of customer service software, databases and tools like Power BI
• BS degree in Business Administration or related field preferred

Specific Skills and Abilities

• Excellent analytical, problem solving and organizational skills
• Ability to think strategically and to lead one team on site and one team remotely
• Solid organizational skills including attention to detail and multi-tasking
• Ability to work independently and handle multiple projects
• Ability to influence, motivate and mobilize stakeholders and peers

About Amcor

Amcor is the global leader in developing and producing responsible consumer packaging and dispensing solutions across a variety of materials for nutrition, health, beauty and wellness categories. Our global product innovation and sustainability expertise enables us to solve packaging challenges around the world every day, producing a range of flexible packaging, rigid packaging, cartons and closures that are more sustainable, functional and appealing for our customers and their consumers. We are guided by our purpose of elevating customers, shaping lives and protecting the future. Supported by a commitment to safety, over 75,000 people generate $23 billion in annualized sales from operations that span over 400 locations in more than 40 countries.

NYSE: AMCR; ASX: AMC www.amcor.com | LinkedIn | YouTube