Customer Service

Amcor; Łódź; Hybrid; PLN 30,000 - 42,000; Full time

Job summary

Amcor is seeking a Customer Service Representative to join the AFEMEA region. This role acts as the central point of contact for customers, handling end-to-end order management and collaboration with multiple internal teams.

You will work in a dynamic, customer-centric environment, supporting improvements in service levels and processes while maintaining high levels of autonomy and relationship building with internal and external customers.

Qualifications

• 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 and Italian, other languages as a plus.

Responsibilities

• Manage end to end order management, from order placement through to delivery in our Customer Relationship Management and ERP systems.
• Coordinate with neighbouring functions to monitor customer requirements, inform of delays, and provide alternatives to meet expectations.
• Lead yearly, bi-yearly or quarterly performance reviews with customers and neighbouring functions.
• Manage customer requests and share information including forecasts with colleagues from neighbouring functions.
• Proactively manage finished goods levels and aged inventory with neighbouring functions.
• Acknowledge complaints, log them with data, and ensure prompt feedback to customers.
• Coordinate expediting of rush shipments and monitor progress to delivery.
• Initiate credit and debit notes in collaboration with finance.
• Support disputed invoices process with finance and credit collection.
• Build customer knowledge including SLAs, contracts, and other useful information.
• Continuously strive to improve customer relations with proactive service and finding better ways of working.

Skills

Customer Focused

Communication

Interpersonal skills

Time management

Organisational skills

Self-motivated

English

Italian

Tools

SAP

Salesforce

Job description

Department: Customer Service

Full-time or Part-time: Full-Time

Job Type: Employee

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.

• Position Job Title:Customer Service Representative (CSR)
• 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 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
• 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
• To keep all OHSE and hygiene standards given by Amcor and local legislation

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 and Italian, other languages as a plus

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