Customer Care Specialist Job Lawrence area,Kansas USA,Customer Service/HelpDesk

Overview

This role is focused on servicing customers order on-time and in-full. This role is responsible for ensuring timely order entry, timely order acknowledgement to the customers, timely load creation for carrier planning, proactive communication to customers on order status, and timely invoicing. Customer Care Specialist is responsible for managing our mid-tier to large customer accounts.

Key Accountabilities

Order Entry - Ensures customer order is encoded (Automatic or Manual) accurately and on-time. Evaluates order quantity versus set minimum requirements. Evaluates requested delivery dates/ship dates versus published lead time. Ensures customer alignment on order lead time.

Order Acknowledgement - Ensures orders are acknowledged and communicated back to the customers within 24 hours. If process is via Auto Acknowledgement, ensures all information communicated are accurate and realistic. Managing customer expectation in this step is very critical in satisfying customer needs.

Order Status Communication - Generates and/or analyzes open order reports. Evaluates and confirms ship dates with the plant and shipping teams then communicates to customers at least 1 week ahead of the ship date. Responsible for keeping the customer informed of status of the order ahead of time ensuring customer would have enough time to change/alter order to mitigate negative situation.

Demand Management and Control - Works very closely with the Plant Schedulers to ensure demand signal is understood in developing a cost-effective shop floor schedule.

Order Fulfilment Process Improvement - Responsible for finding process improvement opportunity to simplify day-to-day routine freeing up more time communicating with customers.

Service Risks Mitigation - Responsible for determining and escalating service risks and issues through proper channels in seeking resolutions and mitigation plans.

Additional Responsibilities

Additional Responsibilities not to exceed 30% of workload:
New Item Requests, Quote Requests, Customer Incident Tracking (TICS), Sample Requests, Requests for Specs, Drawings and Regulatory Documents.

Performance Measures

Past Due Orders Trend and Goals
Manual vs Automatic Order Entry
Order Acknowledgment Turnaround Time
Load Building Turnaround Time
On-time and In-Full Delivery
Order Entry Accuracy
Customer Scorecard and Performance Feedback

Qualifications

Bachelor’s Degree Preferred in Management, Sales, Marketing, or Supply Chain
3-5 years' experience in customer service in a fast moving consumer or manufacturing environment
Proficiency in gathering, analyzing and interpreting data
JDE/Cognos/Tableau proficiency a plus
Proficient in Microsoft Excel and related Office applications
Effectively communicate with customers, both external and internal

Competencies

Excellent communication skills - verbal and written
Independent in working effectively with little supervision
Self-starting
Proven analytical and problem solving skills
With a full understanding of the impact of role to total business costs
Excellent attention to details
Strong IT systems knowledge and skills;
Advanced Excel user
Ability to analyze and manipulate technical and complex data and provide meaningful information

Our Expectations

We expect our people to be guided by The Amcor Way and demonstrate our Values every day to enable the business to win. We are winning when:

Our people are engaged and developing as part of a high-performing Amcor team
Our customers grow and prosper from Amcor's quality, service, and innovation
Our investors benefit from Amcor's consistent growth and superior returns
The environment is better off because of Amcor's leadership and products

Equal Opportunity

Amcor is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you would like more information about your EEO rights as an applicant under the law, please view the Know Your Rights poster.

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