Customer Service

Amcor; Portugal; Presencial; EUR 25 000 - 35 000; Tempo integral

Resumo da oferta

Amcor in Vila Nova de Gaia is seeking a Customer Service Representative (CSR) to be the primary contact for customers. This role focuses on delivering an excellent customer experience while ensuring effective order management and collaboration with various internal functions.

The ideal candidate will have experience in customer service within a manufacturing environment and be fluent in English and Portuguese. Proficiency in SAP and Salesforce.com is preferred.

Qualificações

• Experience in customer service roles, ideally within packaging or manufacturing.
• Fluency in English and Portuguese; knowledge of French or Spanish is advantageous.

Responsabilidades

• Manage end-to-end order management and customer requests.
• Collaborate with various functions to meet customer needs.
• Proactively manage customer inventory and complaints.

Conhecimentos

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

Formação académica

Experience in a similar position, preferably in a packaging or manufacturing environment

Fluent in English & Portuguese; French or Spanish would be a plus

Ferramentas

SAP

Salesforce.com

Descrição da oferta de emprego

Position Details

• Position Job Title: Customer Service Representative (CSR)
• BG and BU: Amcor Flexibles Europe, Middle East & Africa (AFEMEA)
• Function: Operations
• Sub-Function: Customer Service
• Line Manager’s Job Title: Customer Service Manager
• Contract: Permanent

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
  • Fluent in English & Portuguese; French or Spanish would be 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