Customer Service Specialist

Amcor; Connacht; On-site; EUR 32,000 - 46,000; Full time

Job summary

Amcor Limited is seeking a Customer Service Specialist to serve as the main contact between customers and Amcor in AFEMEA. The role emphasizes a customer-centric mindset, autonomy, and collaboration with local and remote teams to improve service levels and communications across functions.

Key duties include end-to-end order management, issue resolution, and proactive collaboration with sales, planning, and logistics.

Qualifications

• Experience in a similar position in a packaging or manufacturing environment.
• Strong Excel skills.
• Experience of SAP and Salesforce.com preferred.
• Fluent in English; knowledge of other European languages is an asset.

Responsibilities

• Manage end-to-end order management from order placement to delivery in CRM and ERP systems.
• Collaborate with sales, finance, and other functions to meet customer requirements and communicate delays.
• Lead performance reviews with customers and internal teams on a regular cadence (annual/bi-annual/quarterly).
• Share customer information including forecasts with colleagues across functions.

Skills

Customer focus

Results orientated

Leadership skills

Interpersonal skills

Time management

Team collaboration

Self-motivated

Tools

SAP

Salesforce.com

Job description

• Position Job Title: Customer Service Specialist
• BG and BU: Amcor Flexibles Europe, Middle East & Africa (AFEMEA)
• Function: Customer Service & Supply Chain
• Sub-Function: Customer Service
• Line Manager’s Job Title: Customer Service Manager
• Contract: Permanent
• Location : on site AF Sligo (Finisklin Business Park)

Job Purpose

The Customer Service Specialist 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

1. Formal Qualifications and Experience

• Experience in a similar position, preferably in a packaging or manufacturing environment
• Strong Excel skills
• Experience of SAP and Salesforce.com preferred
• Fluent in English, knowledge of any other European language would be an asset

1. Specific Skills

• Customer Focused
• Results Orientated
• Leadership skills
• 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