Customer Care Specialist

Customer Care Specialist Full time Americas - North America - United States - Monroeville - RPSNA Monroeville OH 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 Overview This role is focused on servicing customers order on-time and in-full. This role is responsible for ensuring timely order entry, timely order acknowledgement to the customers, timely load creation for carrier planning, proactive communication to customers on order status, and timely invoicing. Customer Care Specialist is responsible for managing our mid-tier to large customer accounts. Key Accountabilities 1. Order Entry - Ensures customer order is encoded (Automatic or Manual) accurately and on-time. Evaluates order quantity versus set minimum requirements. Evaluates requested delivery dates/ship dates versus published lead time. Ensures customer alignment on order lead time. 2. Order Acknowledgement Ensures orders are acknowledged and communicated back to the customers within 24 hours. If process is via Auto Acknowledgement, ensures all information communicated are accurate and realistic. Managing customer expectation in this step is very critical in satisfying customer needs. 3. Order Status Communication Generates or/and analyzes open order reports. Evaluates and confirms ship dates with the plant and shipping teams then communicate to customers at least 1 week ahead of the ship date. Responsible for keeping the customer informed of status of the order ahead of time ensuring customer would have enough time to change/alter order to mitigate negative situation. 4. Demand Management and Control - Works very closely with the Plant Schedulers to ensure demand signal is understood in developing a cost-effective shop floor schedule. 5. Order Fulfilment Process Improvement Responsible for finding process improvement opportunity to simplify day-to-day routine freeing up more time communicating with customers. 6. Service Risks Mitigation Responsible for determining and escalating service risks and issues through proper channels in seeking resolutions and mitigation plans. Additional Responsibilities not to exceed 30% of workload: New Item Requests, Quote Requests, Customer Incident Tracking (TICS), Sample Requests, Requests for Specs, Drawings and Regulatory Documents. Performance Measures: Success of this role will be measured by the following metrics... 1. Past Due Orders Trend and Goals 2. Manual vs Automatic Order Entry 3. Order Acknowledgment Turnaround Time 4. Load Building Turnaround Time 5. On-time and In-Full Delivery 6. Order Entry Accuracy 7. Customer Scorecard and Performance Feedback Qualifications Bachelor's Degree Preferred in Management, Sales, Marketing, or Supply Chain 3-5 years' experience in customer service in a fast moving consumer or manufacturing environment Proficiency in gathering, analyzing and interpreting data. JDE/Cognos/Tableau proficiency a plus Proficient in Microsoft Excel and related Office applications Effectively communicate with customers, both external and internal Competencies Excellent communication skills-verbal and written Independent in working effectively with little supervision Self-starting Proven analytical and problem solving skills With a full understanding of the impact of role to total business costs Excellent attention to details Strong IT systems knowledge and skills Advanced Excel user Ability to analyze and manipulate technical and complex data and provide meaningful information 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. 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)