Customer Service Representative

Location: Lezo

Responsibilities

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

Requirements

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

Fluent in English & Spanish;
French – nice to have

Experience of SAP and  preferred

Strong Excel skills appreciated

Hard Skills

Order management

Customer relationship management

ERP systems

SAP

Excel

Inventory management

Complaint management

Credit and debit notes processing

Service level agreements

Soft Skills

Customer service

Problem solving

Communication

Collaboration

Initiative

Performance review leadership

Relationship management

Proactive approach

Adaptability

Attention to detail

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