Sr Customer Care Rep

About the role

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. We value safety as our guiding principle and champion our customers to help them succeed. Our shared values and behaviors unite us as we work together to elevate customers, shape lives, and protect the future.

Responsibilities

• Trains, monitors, coaches and develops new and existing customer care teams on contact skills, policies and procedures.
• Provides daily direction and communication to team members so that customer care calls are answered, and orders are processed in a timely, efficient and knowledgeable manner.
• Exercises tact and judgment when responding to incoming requests from customers and or sales representatives.
• Able to diffuse tense situations involving irate customers with the use of independent judgment and personal initiative.
• Maintains a professional relationship with internal and external departments for order completion.
• Has a thorough and comprehensive knowledge of all ISO procedures to provide continual evaluation of team members.
• Receives, processes, inputs and monitors customers' web-based, email, EDI and/or faxed orders from receipt to invoicing.
• Responds to customers’, internal and external, inquiries related to order status, pricing, shipping status, POD’s and invoicing in a timely manner.
• Contacts customer and/or sales representative promptly with resolution to problems and/or alternatives.
• Monitors customers' order patterns and service levels, taking action as necessary to implement improvement.
• Initiates requests for CIO’s/Tic’s and/or return authorizations.
• Prepares and forwards preliminary paperwork for special production orders (where applicable).
• Assists in the resolution of customer deductions.
• Promotes a strong work ethic and displays a team player mentality.
• Knowledgeable of product line, delivery times, and procedures.
• Performs special projects as assigned by Department Supervisor or Manager.

Requirements

• High School Diploma; 4-year college degree preferred.
• Five years prior customer care experience or related experience minimum.
• Excellent written, verbal and interpersonal communication skills.
• Strong time management, organizational, decision-making and analytical skills.
• Ability to work independently and as a team player.
• Proficient with Microsoft Office applications, presentations, typing 50-60 wpm and basic office equipment.
• Advanced understanding of all related systems as they pertain to Customer Care, Sales, Pricing, Operations, Scheduling, Shipping, Manufacturing and Credit.

Work Conditions

• Ability to work from home, including access to high-speed internet and cell phone service while maintaining an appropriate area within employee’s home to use for work purposes.
• Regular connectivity via phone, email and instant messaging (as needed) during approved work hours is required.

Benefits

• 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)