Customer Service Representative

Amcor; Workington; On-site; GBP 21,000 - 27,000; Full time

Job summary

Amcor is seeking a Customer Service Representative to act as the central point of contact for customers, delivering an exceptional experience. The role requires customer-centric mindset, autonomy, and collaboration with both local and remote teams within AFEMEA.

You will manage order fulfillment, communicate delays, and drive improvements in service levels while coordinating with sales, finance, and other functions. Prior experience in packaging/manufacturing and strong Excel skills are valued.

Qualifications

• Experience in a similar position, preferably in a packaging or manufacturing environment.
• Strong Excel skills appreciated
• Experience of SAP and Salesforce.com preferred

Responsibilities

• Manage end to end order management, from order placement through to delivery in our Customer Relationship Management and ERP systems
• Coordinate expediting of rush shipments and monitor progress to delivery
• Acknowledge and log customer complaints and ensure prompt feedback
• Support the disputed invoices process in collaboration with finance
• Build the customer knowledge needed to effectively manage the relationship: SLAs, contracts, and other information

Skills

Customer Focused

Results Orientated

Interpersonal skills

Communication skills

Collaborative relationships

Time management

Organisational skills

Teamwork

Tools

SAP

Salesforce.com

Job description

• Position Job Title:Customer Service Representative
• BG and BU: Amcor Flexibles Europe, Middle East & Africa (AFEMEA)
• Function: Operations
• Sub-Function: Customer Service
• Line Manager’s Job Title: Customer Service Team Leader/Customer Service Manager
• Contract: 12 months+

Job Purpose

The Customer Service Representative is the central point of contact between our customers and Amcor and is therefore a central figure to deliver the best possible customer experience. This role is to be held by a person who has a very customer centric mindset (both with internal and external customers) and can work independently as part of a local and remote team. The role requires autonomy, a high level of self-organization and the ability to manage and communicate to various stakeholders at different levels by building relationships with internal and external customers. Continuous improvement is a critical part of the role: the right candidate is willing to continuously learn and apply new ways of working while working to improve our service to customer.

Job Dimensions & Scope

Internal & external relationships

• Plant neighbouring functions: quality, supply chain, planning, logistics, production, finance and more
• Central functions including sales, pricing, commercial, customer service, finance
• External customers

Principal Accountabilities

• Manage end to end order management, from order placement through to delivery in our Customer Relationship Management and ERP systems
• Works closely with the following functional areas to monitor customer requirements throughout the order fulfilment process, advising Customers and Sales of any significant delays and helping to provide alternatives to ensure customer expectations are fulfilled and identifying opportunities for value added services.
• Prepares for and leads the yearly, bi-yearly or quarterly performance reviews with customers and neighbouring functions
• Manage any customer request as applicable and shares all customers information including customer forecasts with colleagues from neighbouring functions
• Proactively manage customer finished goods levels and aged inventory in collaboration with neighbouring functions
• Acknowledge customers complaints, enter customer complaints with the data received and ensure the customer receives a prompt feedback
• Initiate return of goods where applicable
• Coordinate the expediting of rush shipments, where necessary and monitors their progress to delivery
• Initiate the request for credit and debit notes in collaboration with the finance function
• Support the disputed invoices process in collaboration with finance and credit collection
• Build the customer knowledge needed to effectively manage the relationship: including service level agreements, contracts, any other useful information

Qualifications/Requirements

Formal Qualifications and Experience

• Experience in a similar position, preferably in a packaging or manufacturing environment
• Strong Excel skills appreciated
• Experience of SAP and Salesforce.com preferred

Specific Skills

• Customer Focused
• Results Orientated
• Excellent interpersonal and communication skills
• Ability to build collaborative relationships
• Excellent time management and organisational skills
• Ability to work as part of a multi structure team