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Customer Service Representative

Rorschach, CH Porto, PT Alzira, ES Barcelona, ES

Customer Service Representative (CSR)

• BG and BU: Amcor Flexibles Europe, Middle East & Africa (AFEMEA)
• Function: Operations
• Sub-Function: Customer Service
• Location: Remote
• Contract Type: Temporary contract – 12 months+

Job Purpose

The Customer Service Representative is the central point of contact between our customers and Amcor Flexibles EMEA and is therefore a central figure to deliver the best possible customer experience. This role is to be held by a person who has a very customer centric mindset (both with internal and external customers) and can work independently as part of a local and remote team. The role requires autonomy, a high level of self-organization and the ability to manage and communicate to various stakeholders at different levels. Continuous improvement is a critical part of the role: the right candidate is willing to continuously learn and apply new ways of working while working to improve our service to customer.

Job Dimensions & Scope

Internal & external relationships

• Plant neighboring functions: quality, supply chain, planning, logistics, production and more
• Sales teams across the business unit
• Customer Service function
• External customers

Principal Accountabilities

• Manage customer demand from initial order placement through to delivery, utilizing all resources to manage customer orders.
• Continuously strive to improve customer relations with prompt, efficient service, using own initiative to resolve complex problems when they arise.
• Proactively looks for better ways of working in order to ensure we provide the best service possible to our customers.
• Works closely with the following 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: Sales, Marketing, Finance, Logistics, Quality, R&D, Supply Chain and Operations.
• Coordinate the expediting of rush shipments, where necessary and monitors their progress to delivery.
• Shares customer forecasts within the system to support the demand planning process and works closely with colleagues in operations to manage any potential shortages or delays.
• Proactively manage customer finished goods levels and aged inventory.
• Manage customer complaints.
• Consistent focus on gaining knowledge through use of best practices and standard procedures.
• To keep all OHSE and hygiene standards given by Amcor and local legislation

KEY DELIVERABLES

• Build customer loyalty through positive customer engagement and service excellence.
• Maintain customer service processes, standards and key deliverables to support the customer-centric organization.
• Partner with all functional areas within the organization to ensure a world class customer experience.
• Consistently deliver a high degree of accuracy.

Qualifications/Requirements

Formal Qualifications and Experience

• Minimum of 3 years’ experience in a similar position, preferably in a packaging or manufacturing environment.
• Experience of SAP and strong Excel skills appreciated.
• Fluent in English and German

Specific Skills and Abilities

• Customer Focussed
• Results Orientated
• 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
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