Sr. Customer Experience Partner

Sr. Customer Experience Partner

Full time Americas - North America - United States - Devens - ACD Devens MA

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

Purpose

The Senior Customer Experience Partner is responsible for managing elevated and complex customer needs while ensuring a consistently high level of customer satisfaction. This role serves as a key resource for onboarding and ongoing training, supporting new team members as well as providing refresher and process-update training in collaboration with the Training Manager.

The Senior Customer Experience Partner is fully trained to enter orders directly into the JDE system and manages all sales orders requiring specialized handling that cannot be completed through the MyAmcor website. This role also maintains deep expertise in the TICS system and oversees all activities related to returns and credits with a high degree of accuracy.

In addition, the Senior Customer Experience Partner manages key business accounts and strategic customer portfolios, contributing to increased sales effectiveness and overall profitability.

Responsibilities

• Answers incoming phone calls from customers, solving customer issues and ensures customer satisfaction
• Manages elevated customer issues, specialty accounts, and orders requiring modified handling. Including interacting with production and shipping to ensure timely service.
• Performs data entry of all types of orders, providing customers with tracking information as needed, along with tracking backorders and providing customer with status daily.
• Trains new CE team members and supports ongoing team training initiatives.
• Contributes to special projects and manages the CE queue as needed.
• Ensures accuracy and efficiency while consistently completing 65+ transactions daily.
• Performs all order-entry duties, including specialized entries directly into JDE when MyAmcor cannot be used.
• Acts as a subject matter expert on TICS for returns and credits, handling all associated workflows.

Qualifications

Advanced knowledge of operational processes and systems (JDE, TICS, MyAmcor).

Strong communication, organizational, and customer-relationship management skills.

Proven ability to adapt, prioritize, and solve more complex customer issues.

Ability to work independently while supporting team success and training needs.

3 years of customer service experience and consistently high performance metrics.

Education

High School Diploma, College Degree Preferred

Physical Demands

• Regularly required to sit, stand, walk and communicate
• Ability to see and hear
• Regularly required to work at computer terminal and telephone

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.

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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)