Customer Services Specialist in Ledbury

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.

The Customer Service Specialist is the central point of contact between our customers and Amcor 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 by building relationships with internal and external customers. 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.

Principal Accountabilities

• Manage end to end order management, from order placement through to delivery in our Customer Relationship Management and ERP systems.
• 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 and identifying opportunities for value added services.
• Prepares for and leads the yearly, bi‑yearly or quarterly performance reviews with customers and neighbouring functions.
• Manage any customer request as applicable and shares all customers information including customer forecasts with colleagues from neighbouring functions.
• Proactively manage customer finished goods levels and aged inventory in collaboration with neighbouring functions.
• Acknowledge customers complaints, enter customer complaints with the data received and ensure the customer receives a prompt feedback.
• Initiate return of goods where applicable.
• Coordinate the expediting of rush shipments, where necessary and monitors their progress to delivery.
• Initiate the request for credit and debit notes in collaboration with the finance function.
• Support the disputed invoices process in collaboration with finance and credit collection.
• Build the customer knowledge needed to effectively manage the relationship: including service level agreements, contracts, any other useful information.
• 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.

Qualifications/Requirements

• Experience in a similar position, preferably in a packaging or manufacturing environment.
• Strong Excel skills appreciated.
• Experience of SAP and Salesforce.com preferred.
• Full and preferably clean UK Driving License.
• Ability to be flexible with working hours and job location.

Specific Skills

• Customer Focused.
• 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.

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.