Global Customer Service Manager – Key Accounts

Amcor Limited; Łódź; Hybrid; PLN 129,000 - 190,000; Full time

Job summary

Amcor Limited is seeking a Customer Service Manager to lead the Global Key Accounts Team and the Novy Bydzov CSRs, driving a customer-centric service approach across our Europe-wide operations.

You will align customer service activities with Supply Chain strategy, manage key accounts, and develop innovative service solutions while coordinating with Sales, Operations and SC to meet customer expectations and growth goals.

Qualifications

• At least 7 years’ experience in Customer Service/Supply Chain
• Prior experience in multi-plant roles preferred
• Fully operational knowledge of CS, SC and additionally logistics/warehouse processes
• Uncompromising Customer Service mindset
• Distinctive analytical power combined with practical creativity for identification of improvement potentials
• Experience in team management and people leadership
• Fluent in English, Polish and Czech - nice to have
• Excellent analytical, problem solving and organizational skills
• 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
• Proactive, with the ability to anticipate
• Flexibility to travel across Europe

Responsibilities

• Lead Customer Service Representatives in execution of business strategy and in support of a customer-centric organization
• 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
• Build relationships with customers through visits, ‘Voice of the Customer’ feedback, participation in plant tours, assisting on projects and addressing service needs/issues
• Partner with Operations/Supply Chain to review schedules, anticipate and mitigate potential issues and collaborate on meeting customer expectations
• Partner with Sales to efficiently ramp-up new Customers and to develop joint efforts to pro-actively develop existing Customers
• Assist in implementation and monitoring of customer Vendor Managed Inventory programs, forecasting and demand planning
• Support the business strategy through the creation of customer-centric service processes, standards and metrics
• 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
• Drive Customer Satisfaction and Customer Centric mindset in the organization
• Drive related KPI results on DIO and DIFOT together with the site SC Managers
• Overall functional CS process lead representing CS teams within Amcor organization linked to projects
• Contact for Sales for all UK S&C related CS topics
• Lead all CS actions required to cope with the SC challenges with the aim to limit the impact of service to customers
• With SC Manager, translate all changing Customers’ needs into concrete improvement actions
• Actively engage with stakeholders from other functions to share strategies and manage interfaces
• Manages change effectively and builds a successful team
• Coaches, develops and enhances CS capabilities within the team
• Delivers on the harmonization plan within the related area of responsibility
• Runs performance reviews with key customers
• Leads CI initiatives within scope of activities
• CSAT survey improvements within scope of activity to demonstrate improved customer satisfaction
• Enables improvements in service, quality, and cost and supports the delivery of the related KPI’s

Job description

Amcor Limited is seeking a Customer Service Manager to lead the Global Key Accounts Team and the Novy Bydzov CSRs, driving a customer-centric service approach across our Europe-wide operations.

You will align customer service activities with Supply Chain strategy, manage key accounts, and develop innovative service solutions while coordinating with Sales, Operations and SC to meet customer expectations and growth goals.