Customer Care Specialist

Customer Care Specialist at Amcor

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Accelerate the possible by joining a winning Amcor team that’s transforming the packaging industry and improving lives around the world. At Amcor, we unpack possibility through our innovative and responsible packaging to provide solutions that benefit our customers, our people and our planet. More than 10,000 consumers worldwide encounter our products every second and rely on us for safe access to food, medicine and other goods.

We value their trust by making safety our guiding principle.

Beyond this core principle, our shared values and behaviors unite us as we work together to elevate customers, shape lives and protect the future. We champion our customers and help them succeed. We play to win – adapting quickly in an ever changing world – and make smart choices to safeguard our business, our communities and the people we serve for generations to come.

And we invest in our world‑class team, empowering our colleagues to unpack their potential, because we believe when our people grow, so does our business.

This role is focused on servicing customers’ orders on‑time and in‑full. It ensures timely order entry, acknowledgement to the customers, load creation for carrier planning, proactive communication on order status, and timely invoicing. The Customer Care Specialist manages mid‑tier to large customer accounts.

• Order Entry – Ensure customer orders are encoded accurately and on time, evaluate order quantity versus minimum requirements, requested delivery dates vs published lead time, and ensure customer alignment on lead time.
• Order Acknowledgement – Ensure orders are acknowledged within 24 hours, confirm accurate and realistic information if auto acknowledgement is used, and manage customer expectations.
• Order Status Communication – Generate or analyze open order reports, confirm ship dates with plant and shipping teams, and communicate to customers at least one week before the ship date.
• Demand Management and Control – Work closely with Plant Schedulers to ensure the demand signal is understood for a cost‑effective shop floor schedule.
• Order Fulfilment Process Improvement – Identify process improvement opportunities to simplify day‑to‑day routine and free up more time for customer communication.
• Service Risks Mitigation – Determine and Escalate service risks and issues through the proper channels to seek resolution and mitigation plans.

• New Item Requests
• Quote Requests
• Customer Incident Tracking (TICS)
• Sample Requests
• Requests for Specs, Drawings, and Regulatory Documents

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

• 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 Office applications
• Effective communication with customers, both external and internal

• Excellent verbal and written communication skills
• Independent and self‑starting, able to work effectively with little supervision
• Proven analytical and problem‑solving skills
• Understanding of the role’s impact on total business costs
• Excellent attention to detail
• Strong IT systems knowledge;
  Advanced Excel user
• Ability to analyze and manipulate complex data and provide meaningful information

• Engaged and continuously developing as part of a high‑performing team
• Customers grow and prosper from Amcor’s quality, service, and innovation
• Investors benefit from consistent growth and superior returns
• Environment is better off because of Amcor’s leadership and products

Amcor is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to…