Customer Service Specialist

Position Details

• Position Job Title: Customer Service Specialist
• BG and BU: Amcor Flexibles Europe, Middle East & Africa (AFEMEA)
• Function: Operations
• Sub-Function: Customer Service
• Location: AF Ledbury - on site
• Line Manager's Job Title: Customer Service Manager
• Contract: 12 months+

Job Purpose

The Customer Service Specialist 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 requires a highly customer centric mindset, both with internal and external customers, and the ability to work independently as part of a local and remote team. The role demands autonomy, a high level of self organisation and the ability to manage and communicate with stakeholders at all levels by building relationships with internal and external customers. Continuous improvement is a critical part of the role: the candidate must be willing to learn and apply new ways of working while working to improve our service to customers.

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
• Work closely with 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
• Prepare for and lead the yearly, bi yearly or quarterly performance reviews with customers and neighbouring functions
• Manage any customer request as applicable and share all customer information, including forecasts, with colleagues from neighbouring functions
• Proactively manage customer finished goods levels and aged inventory in collaboration with neighbouring functions
• Acknowledge customer complaints, enter complaints with the data received and ensure the customer receives prompt feedback
• Initiate return of goods where applicable
• Coordinate the expediting of rush shipments, where necessary, and monitor their progress to delivery
• Initiate the request for credit and debit notes in collaboration with the finance function

Qualifications/Requirements

• Formal Qualifications and Experience
• Experience in a similar position, preferably in a packaging or manufacturing environment
• Strong Excel skills appreciated
• Experience of SAP and preferred
• Full and preferably clean UK driving licence
• Ability to be flexible with working hours and job location
• Specific Skills
• Customer focused
• Results oriented
• 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