Operations/Production/Manufacturing
Full Time
EMEA - Europe - United Kingdom - Evesham - undefined
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Job Details
Position Job Title: Customer Service Representative (CSR)
BG and BU: Amcor Flexibles Europe, Middle East & Africa (AFEMEA)
Function: Operations
Sub-Function:Customer Service
Location:AF Ledbury or AF Evesham - on site
Line Manager’s Job Title: Customer Service Team Leader/Customer Service Manager
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
Experience in a similar position, preferably in a packaging or manufacturing environment
Experience of SAP and Salesforce.com preferred
Strong Excel skills appreciated
Fluent in English
Specific Skills
Customer Focused
Results Orientated
Excellent interpersonal and communication skills
Ability to build collaborative relationships
Excellent time management and organisational skills
Ability to work as part of a multi structure team
Self-motivated
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