Customer Service Representative

Job Details

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

Location: AF Łódź -remote; AF Alzira - on site, AF Barcelona -on site, AF Porto - remote, Prague office - on site

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