Customer Service Supervisor

Customer Service Supervisor

Customer Service Full time Americas - North America - United States - Oshkosh - AF Oshkosh Division Head Office WI

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

The Customer Service Supervisor I is responsible for leading a team of Specialists who manage the customer relationship. They are accountable for guiding their team to meet customer needs and drive business results. This is the first level of supervision within the Customer Service group. The level I is proficient at the below duties and requires intermittent Management support.

WHAT YOU GET TO DO

• Geographic Scope: North America
• Number of colleagues directly reporting to this job: 7-12
• Align team resources and workloads to maximize customer and employee experience while ensuring adherence to department metrics and standard work processes
• Leverage your team's diverse perspectives and capabilities to identify innovative opportunities to anticipate/meet customer needs
• Coach team to ensure individuals are implementing/communicating corrective action to eliminate non-conformances; understand root cause with repetitive errors and address accordingly
• Build organizational capability through recruitment, development, and retention of top talent with manager support (i.e. robust performance reviews, clear annual goal objectives, talent development, biannual talent reviews and succession plans)
• Visit customer facilities & participate in AFNA plant tours to strengthen relationships
• Oversee order management and customer communications, partnering with sales on customer facing presentations and face to face customer discussions
• Support complex service models and provide guidance to team [i.e., sub-contract, consignment, Vendor Managed Inventory (VMI) and export]
• Serve as first point of escalation for customer issues and provide leadership working in collaboration with other functional areas to find resolutions (i.e. customer orders, graphics, ship dates, quality concerns).
• Develop an understanding of department metrics to identify trends (i.e. quality, workload, engagement)
• Seek out continuous improvement opportunities and support implementations. Learn how solutions impact the upstream/downstream process (technical acumen).

WHAT WE VALUE

• Thought Leadership - ability to challenge the status quo in alignment with a drive for excellence
• Team Leadership - focusing, aligning, and building an effective Team
• Change Leadership - transforming and aligning a team to drive improvement
• Supporting and energizing the organization in creating a customer-centric culture.
• Collaboration and Influencing - working well with others who do not work for you; working as a team to have a positive impact on business performance
• Strong administrative and organizational skills to manage daily work requirements and service improvement initiatives

WHAT WE WANT FROM YOU

• Education - Bachelor's Degree Preferred
• Experience – 3-5 years of experience, including prior leadership, preferably within manufacturing, or related experience
• Regular attendance
• Frequent interaction with others
• Ability to sit up to 100% of time
• Ability to communicate up to 100% of time
• Ability to move from one place to another up to 50% of time
• Ability to work on a computer 100% of time
• Ability to travel domestically 5% of time.
• Office environment

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)