Customer Service Representative

Location: Lugo

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 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.

Position

Job Title:

Customer Service Representative (CSR)

BG and BU:
Amcor Flexibles Europe, Middle East & Africa (AFEMEA)

Function:
Operations

Sub-Function:
Customer Service

Line Manager’s

Job Title:

Customer Service Team Leader

Contract 12 month +

Job Purpose
The Customer Service Representative is the central point of contact between our customers and Amcor and is therefore a central figure to deliver the best possible customer experience. This role is to be held by a person who has a very customer centric mindset (both with internal and external customers) and can work independently as part of a local and remote team.

The role requires autonomy, a high level of self-organization and the ability to manage and communicate to various stakeholders at different levels by building relationships with internal and external customers. Continuous improvement is a critical part of the role: the right candidate is willing to continuously learn and apply new ways of working while working to improve our service to customer.

Job Dimensions & Scope
Internal & external relationships

Plant neighbouring functions: quality, supply chain, planning, logistics, production, finance and more

Central functions including sales, pricing, commercial, customer service, finance

External customers

Principal Accountabilities

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

Other duties as assigned.

Qualifications/Requirements

Formal Qualifications and Experience

E…