Customer Service Specialist

Amcor; Ledbury; On-site; GBP 23,000 - 32,000; Full time

Job summary

Amcor is seeking a Customer Service Representative (CSR) to act as the central contact between customers and the Amcor team. The role is based on site at Ledbury or Evesham, within AF Ledbury or AF Evesham locations, reporting to the Customer Service Manager.

The successful candidate will handle order management, collaborate with sales and finance, and strive to continuously improve service levels. Candidates should have experience in packaging/manufacturing, be fluent in English, and possess

Qualifications

• Experience in a similar position, preferably in a packaging or manufacturing environment.
• Fluent in English (spoken and written).
• Experience with SAP and Salesforce.com preferred.
• Strong Excel skills.
• Excellent interpersonal and communication skills.

Responsibilities

• Manage end to end order management, from order placement through to delivery in our ERP/SAP systems.
• Coordinate with Sales, Finance and other functions to address delays and provide alternatives.
• Lead periodic performance reviews with customers and internal teams.
• Share customer information and forecasts with colleagues to improve service levels.
• Proactively manage finished goods levels and aging inventory.
• Acknowledge and log customer complaints and ensure timely feedback.
• Coordinate expediting of rush shipments and monitor progress to delivery.
• Support disputed invoices process with Finance and Credit.

Skills

Fluent English

SAP experience

Salesforce.com

Excel skills

Customer focus

Interpersonal skills

Time management

Organisational skills

Collaboration

Self-motivation

Tools

SAP

Salesforce

Job description

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Customer Service Specialist

Location: Evesham, GB Ledbury, GB

Department: Operations/Production/Manufacturing

Full-time or Part-time: Full-Time

Job Type: Employee

Shift: On site

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.

Job Details

Position Job Title: Customer Service Representative (CSR)

BG and BU: Amcor Flexibles Europe, Middle East & Africa (AFEMEA)

Function: Operations

Sub-Function: Customer Service

Location: AF Ledbury or AF Evesham - on site

Line Manager’s Job Title: Customer Service Team Leader/Customer Service Manager

Contract: two vacancies : permanent and temp 12 month +

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
• Continuously strive to improve customer relations with prompt, efficient service, using own initiative to resolve complex problems when they arise.
• Proactively looks for better ways of working in order to ensure we provide the best service possible to our customers
• Other duties as assigned.

Qualifications/Requirements

• Formal Qualifications and Experience
• Experience in a similar position, preferably in a packaging or manufacturing environment
• Experience of SAP and Salesforce.com preferred
• Strong Excel skills appreciated
• Fluent in English
• 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
• Self-motivated

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