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. It’s our core value and integral to how we do business.

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 everchanging 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.

To learn more about playing for Team Amcor, visit www.amcor.com I LinkedIn I Glassdoor I Facebook  I YouTube

Job Description

Job Summary:

Oversees daily operations of the customer care department with direct responsibility for Customer Care Specialists, Senior Reps, and Customer Care Representatives.  Leads front-line workforce by example ensuring the flow of communication is timely and customer accounts are evenly distributed for balanced workloads and appropriate coverage.  Interacts with internal and external customers to provide solutions and process information in response to needed support.  Monitors team performance to confirm exceptional service levels are delivered and departmental goals are achieved.  Identifies opportunities for improvement in processes, procedures, and personnel and implements action plans to certify standard operating procedures are followed.   Acts as a coach, leader, and mentor within the group to achieve departmental goals and promote continued personal and professional growth of self and subordinates.  Takes accountability for customer satisfaction and service levels.  

Essential Functions:  

1.       Manage, motivate, communicate job expectations, and ensure proper training for all departmental staff. 

2.       Develop and document training protocols and implement customer care strategies to improve service quality.

3.       Enforce company policies, and department procedures, and support continuous improvements to optimize manual processes through automation.   

4.       Facilitate open communication and team engagement within and among team members. 

5.       Proven leadership experience and ability to inspire employees to deliver outstanding customer experiences. 

6.       Possess an advanced understanding of all related systems and departments pertaining to Customer Care, Sales, Pricing, Operations, Scheduling, Shipping, Manufacturing, and Credit. 

7.       Knowledge of multiple product lines with cross-functional connections to act as a liaison between departments to support business needs.    

8.       Improve customer experiences by evaluating and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing change.  

9.       Participate in employee performance and salary reviews. 

10.    Receive, process, input, and monitor customers' orders from receipt to invoicing.

11.    Contact customers and sales force promptly providing solutions to problems or alternative options.

12.    Monitor customers' order patterns and service levels, acting as necessary to implement improvement.

13.    Manage and assist with the resolution of customer CIOs/TICs, return authorizations, and customer deductions.

14.    Perform special projects assigned by Manager or Director implementing customer-facing service and e-commerce solutions.

Education/Skills/Experience: 

·         Bachelor’s degree or five (5) years of business experience in a customer service or related role

·         Strong managerial skills including problem-solving and conflict resolution 

·         Excellent communication; written, verbal, and interpersonal skills 

·         Strong time management, organizational, analytical, multi-tasking, and decision-making skills

·         Ability to work independently and as part of a high-performing team with emphasis on accuracy and details

·         Proficient with Microsoft Office applications and presentations

·         Experience pulling and analyzing data in Cognos, JDE World Writer, Powe BI, and Tableau is preferred

·         Strong understanding of ERP system

·         Travel may be required

Work Conditions:  

Ability to work from home, including access to high-speed internet and cell phone service while maintaining an appropriate area for work purposes. Regular connectivity via phone, email, and instant messaging (as needed) during approved work hours is required.     

Relationships and Contacts:  

The position reports to Customer Care Manager         

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

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 click on the "Know Your Rights: Workplace Discrimination is Illegal" Poster. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call 224-313-7000 and let us know the nature of your request and your contact information.

E-Verify

We verify the identity and employment authorization of individuals hired for employment in the United States.

Compensation

The starting salary for this position is expected to be between $0 to $0; however, base pay offered may vary within the full salary range $0 to $0 depending on job-related knowledge, skills, and experience. Base pay information is based on national averages and a geographic differential may be applied based on work location. Position may also be eligible for Amcor’s Management Incentive Plan / Sales Incentive Plan, which is an annual bonus program based on business and individual performance, as well as medical coverage and other health and welfare benefits.

Benefits

When you join Amcor, you will have access to a comprehensive benefits and compensation package that includes:

• Medical, dental and vision plans

• Flexible time off, starting at 80 hours paid time per year for full-time salaried employees

• Company-paid holidays starting at 8 days per year and may vary by location

• Wellbeing program & Employee Assistance Program

• Health Savings Account/Flexible Spending Account

• Life insurance, AD&D, short-term & long-term disability, and voluntary benefits

• Paid Parental Leave

• Retirement Savings Plan with company match

• Tuition Reimbursement (dependent upon approval)

• Discretionary annual bonus program (initial eligibility dependent upon hire date)