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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.
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Job Details
Position Job Title: Customer Service Manager Alzira
BG and BU: Snack&Confectionary
Function: Operations
Sub-function: Customer Service
Location: Amcor Flexibles Alzira
Line Manager's Job Title: CS Senior Manager, Snack&Confectionary
Advertising Legal Entity: Amcor Flexibles Alzira
Contract Type: Permanent
Job Purpose
Lead the Alzira S&C Customer Service Representatives (CSRs) in support of a customer-centric organization. Build customer loyalty by proactively managing the Customer's experience, taking ownership of customer expectations, and providing innovative service solutions.
The Customer Service Manager will also convey the Supply Chain strategy towards customers & sales. He/She will understand Sales and Supply Chain strategy to offer proper support to business development/market/growth actions.
Principal Accountabilities
Main Responsibilities
Lead Customer Service Representatives in execution of business strategy and in support of a customer-centric organization.
Build customer loyalty by proactively managing the Customer's experience, taking ownership of customer expectations, providing innovative service solutions, and maintaining an "ease of doing business" environment.
Build relationships with customers through visits, 'Voice of the Customer' feedback, participation in plant tours, assisting on projects and addressing service needs/issues.
Partner with Operations/Supply Chain to review schedules, anticipate and mitigate potential issues and collaborate on meeting customer expectations.
Partner with Sales to efficiently ramp-up new Customers and to develop joint efforts to pro-actively develop existing Customers.
Assist in implementation and monitoring of customer Vendor Managed Inventory programs, forecasting and demand planning.
Support the business strategy through the creation of customer-centric service processes, standards and metrics.
Work in collaboration with other functions on escalated issues relating to customer orders, graphics issues, ship dates, quality concerns etc.
Review internal/external complaints and identify trends, ensure corrective actions are appropriately communicated internally and externally.
Build organizational capability through recruitment, development, and retention of top talent. Key activities include robust performance reviews, clear annual objectives, creating a culture of accountability and a focus on excellence.
Drive Customer Satisfaction and Customer Centric mindset in the organization.
Drive related KPI results on DIO and DIFOT together with the site SC Managers.
Overall functional CS process lead representing CS teams within Amcor organization linked to projects.
Contact for Sales for all AF Alzira related CS topics.
Lead all CS actions required to cope with the SC challenges with the aim to limit the impact of service to customers.
With SC Manager, translate all changing Customers' needs into concrete improvement actions.
Actively engage with stakeholders from other functions (mainly Sales, Operations, SC) to share strategies and manage interfaces. As far as Sales is concerned, constantly connect with Sales leadership to have consistent Supply Chain strategies and actions with market needs and business priorities.
Key deliverables
Manages change effectively and builds a successful team
Coaches, develops and enhances CS capabilities within the team
Delivers on the harmonization plan within the related area of responsibility
Runs performance reviews with key customers
Leads CI initiatives within scope of activities
CSAT survey improvements within scope of activity to demonstrate improved customer satisfaction
Enables improvements in service, quality, and cost and supports the delivery of the related KPI's
Qualifications/Requirements
Formal Qualifications and Experience
At least 7 years' experience in Customer Service/Supply Chain
Languages: Very good level of English&Spanish is an absolute requirement
Prior experience in multi-country roles preferred
Fully operational knowledge of CS, SC and additionally logistics/warehouse processes
Uncompromising Customer Service mindset
Distinctive analytical power combined with practical creativity for identification of improvement potentials
Team management
Specific Skills and Abilities
Excellent analytical, problem solving and organizational skills
Solid organizational skills including attention to detail and multi-tasking
Ability to work independently and handle multiple projects
Ability to influence, motivate and mobilize stakeholders and peers
Proactive, with the ability to anticipate
Flexibility to travel across Europe
About Amcor
Amcor is the global leader in developing and producing responsible consumer packaging and dispensing solutions across a variety of materials for nutrition, health, beauty and wellness categories. Our global product innovation and sustainability expertise enables us to solve packaging challenges around the world every day, producing a range of flexible packaging, rigid packaging, cartons and closures that are more sustainable, functional and appealing for our customers and their consumers. We are guided by our purpose of elevating customers, shaping lives and protecting the future. Supported by a commitment to safety, over 75,000 people generate $23 billion in annualized sales from operations that span over 400 locations in more than 40 countries.
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