Customer Care Rep

Customer Care Rep

Full time Americas - North America - United States - Boston - Remote/Home Massachusetts

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.

Job Description

Job Summary

Under the guidance of the department Supervisor, this position collaborates with Sales, Deductions, Supply Chain, Demand Planning, Sales Ops and the Customer Care organization to ensure superior service is effectively delivered to our customers. The role interacts with customers, internal and external, to process orders, provide order information, and perform a variety of customer account management duties necessary to maintain day-to-day operations of assigned accounts.

Essential Functions

Responsible for order intake and management of customer's web based, email, EDI or faxed POs from receipt to invoicing.

Provides professional and timely responses to incoming requests related to order status updates, service requests/requirements, pricing inquiries, documentation needs, and invoicing.

Serves as a solution provider delivering prompt attention to customers, supplying resolution to existing challenges, and offering alternative solutions.

Proactively monitors customer orders, service levels, and order patterns- identifying and implementing account management and processing improvements to meet and exceed customer expectations.

Initiates CIOs, TICS, return authorizations, and assists in the resolution of customer deductions.

Supports customer needs through cross-functional channels with aptitude to learn multiple product lines, execute various processes aligned to each, and build strong customer partnerships. Requires a thorough understanding of customer's needs, requirements, and our contractual obligations related to lead time, transit time, and processing procedures.

Exhibits excellent organizational skills with demonstrated ability to lead projects, team initiatives, and take an active role in training and mentoring new team members.

Promotes a strong work ethic and displays a team player mentality with ability to generate outside of the box solutions.

Performs special projects as assigned by leadership team.

Assumes responsibility to support and service customer accounts including but not limited to:

Develops and maintains reporting structure for orders to capture issues relative to pricing, inventory, shipping, delivery, and invoicing.

Ensures proper flow of all new projects, items, graphics, print, labeling as well as changes. Manages all areas while supporting legal, sales, and contractual obligations.

Works directly with transportation, supply chain, and plant ops to ensure customer service levels are met.

Ability to learn and execute proficiently in various customer-based software applications or online portal(s).

Education/Skills/Experience:

2 3 years customer care or related experience. College degree preferred and Six Sigma Certification is a plus.

Ability to communicate clearly and professionally, both verbally and in writing.

Proven ability to implement internal process improvements to positively impact existing service levels.

Independent decision-making skills with demonstrated autonomy to make data driven decisions through sound analysis of facts and historical data.

Detail oriented with strong organizational skills aided by high level communication, listening, analytical, and team building skills.

Ability to maintain professionalism under stress.

Work Conditions:

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

Relationships and Contacts:

Position reports to Customer Care Supervisor

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 View phone number on click.appcast.io 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)