Customer Care Specialist

Job Description

Under the guidance of the Customer Care Supervisor, this position collaborates with Sales, Deductions, Supply Chain, Demand Planning, and our Contracts teams as well as the Customer Care Leadership organization to ensure superior service is effectively delivered. The role develops and maintains strategic partnerships with assigned customer base providing a high level of service to assist in the growth and development of each account.

The Specialist is responsible for strategic type account(s) in many cases encompassing a wide variety of product mix and varying service level contractual agreements with fluctuating customer needs.

• Receives, processes, inputs and monitors customer’s web based, email, EDI or faxed orders from receipt to invoicing.
• Responds timely to internal and external customer requests related to order status, pricing, shipping status, POD’s and invoicing.
• Provides prompt attention to customer and commercial representatives supplying resolution to existing challenges, alternative solutions.
• Proactively identifies account management and process improvement opportunities.
• Supports customer needs through cross-functional channels with aptitude to learn multiple product lines.
• Manages complex accounts for high profile/demanding customers requiring strong interpersonal skills with ability to build strong customer partnerships.
• Exhibits excellent organizational skills and demonstrated ability to lead projects, team initiatives, and take active roles in training and mentoring new team members.
• Requires a thorough understanding of customer’s needs and requirements and proven ability to implement internal process improvements to positively impact existing service levels.
• Track record of minimal repetitious processing errors, meeting or exceeding individual goals and development plans.
• Promotes a strong work ethic and displays a team player mentality with ability to generate outside of the box solutions.
• Performs special projects as assigned by leadership team.
• Assumes responsibility to support and service key customer accounts– including but not limited to:
  Develops and maintains reporting structure for orders to capture issues relative to pricing, inventory, shipping, delivery, and invoicing.
• Ensures proper flow of all new projects, items, graphics, labeling as well as changes.
• Manages all areas while supporting legal, sales, and contractual obligations.
• Works directly with transportation, supply chain, and plant ops to ensure service levels are met.
• Ability to learn and execute proficiently in various customer-based software applications or online portal(s).

• 3 – 5 years customer care or related experience.
• College degree preferred and Six Sigma Certification is a plus.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Independent decision-making skills with demonstrated autonomy to make data driven decisions through sound analysis of facts and historical data.
• Detail oriented with strong organizational skills aided by high level communication, listening, analytical, and team building skills
• Ability to maintain professionalism under stress.

Ability to work from home, including access to high-speed internet and cell phone service while maintaining an appropriate area within employee’s home to use for work purposes.

Regular connectivity via phone, email and instant messaging (as needed) during approved work hours is required.

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 Employer/Minorities/Females/Disabled/Veterans/Sexual Orientation/Gender Identity

Amcor is an Equal Opportunity Employer and all qualified applicants will receive consideration for…