Customer Service Manager Winterbourne & Sligo

Location: Winterbourne, GB

Function: Operations/Production/Manufacturing

Part-time or Full-time: Full-Time

Job Type: Employee

Workplace type: On site

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 behaviours 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 Purpose:

Lead the Customer Service team in Winterbourne, UK and Sligo, Ireland, 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. He/She will understand Sales and Supply Chain strategy to offer proper support to business development/market/growth actions.

Main Responsibilities:

• Leads Customer Service Representatives in execution of business strategy and in support of a customer-centric organization.
• Builds 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.
• Drives Customer Satisfaction and Customer Centric mindset in the organization.
• Builds relationships with customers through visits, ‘Voice of the Customer’ feedback, participation in plant tours, assisting on projects and addressing service needs/issues.
• Partners with Operations/Supply Chain to review schedules, anticipate and mitigate potential issues and collaborate on meeting customer expectations.
• Partners with Sales to efficiently ramp-up new Customers and to develop joint efforts to pro-actively develop existing Customers.
• Assists in implementation and monitoring of customer Vendor Managed Inventory programs, forecasting and demand planning.
• Supports the business strategy through the creation of customer-centric service processes, standards and metrics.
• Works in collaboration with other functions on escalated issues relating to customer orders, graphics issues, ship dates, quality concerns etc.
• Reviews internal/external complaints and identify trends, ensure corrective actions are appropriately communicated internally and externally.
• Builds organizational capability through recruitment, development, and retention of top talent.
• Drives related KPI results on DIO and DIFOT together with the site SC Managers, translating all changing Customers’ needs into concrete improvement actions.
• Actively engages with stakeholders from other functions (mainly Sales, Operations, SC) to share strategies and manage interfaces.

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:

• At least 5 years’ experience in Customer Service/Supply Chain.
• Prior experience in multi-country roles preferred.
• Fully operational knowledge of CS, SC and additionally logistics/warehouse processes.
• Fluent in English.
• Willingness to travel as required by business needs.
• Distinctive analytical power combined with practical creativity for identification of improvement potentials.

Specific Skills and Abilities:

• Customer Service mindset.
• Excellent analytical, problem solving and organizational skills.
• Communication, interpersonal and people management skills.
• Solid organisational skills including attention to detail and multi-tasking.
• Project Management.
• Excellent IT skills.
• Ability to influence, motivate and mobilize stakeholders and peers.
• Proactive, with the ability to anticipate.
• Perseverance and resilience.
• Highly adaptable to change.
• Good conflict management capability.
• Ability to think critically.

About Amcor:

Amcor is a global leader in packaging solutions for consumer and healthcare products. With industry-leading innovation capabilities, global scale and technical expertise, we help our customers grow and meet the needs of millions of consumers every day. Our teams develop responsible, more sustainable packaging in flexible and rigid formats across multiple materials. Supported by a commitment to safety, ~70,000 colleagues across ~140 countries bring our global capabilities to local customers and provide local access to global brands. Our work is guided by our purpose of elevating customers, shaping lives and protecting the future.