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.
To learn more about playing for Team Amcor, visit www.amcor.com I LinkedIn I Glassdoor I Facebook I YouTube
The Sr. Customer Care Representative is responsible for maintaining a productive and professional working environment. Guides and coaches, the customer care representatives to provide the highest degree of friendly, helpful, enthusiastic and professional customer care. With superior written communication and verbal skills, the Sr. Customer Care Representative will have the ability to properly support customer inquiries as well as the ability to diffuse tense situations involving irate customers to bring problems to a timely resolution.
Essential Functions:
Trains, monitors, coaches and develops new and existing customer care teams on contact skills, policies and procedures. Demonstrates developmental and motivational skills. Provides daily direction and communication to their 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. Have 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. Monitoring 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.
Education/Skills/Experience:
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 Position requires the 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.
We expect our people to be guided by The Amcor Way and demonstrate our Values every day to enable the business to win. We are winning when:
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Our people are engaged and developing as part of a high-performing Amcor team
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Our customers grow and prosper from Amcor’s quality, service, and innovation
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Our investors benefit from Amcor’s consistent growth and superior returns
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The environment is better off because of Amcor’s leadership and products
Amcor is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
If you would like more information about your EEO rights as an applicant under the law, please click on the "Know Your Rights: Workplace Discrimination is Illegal" Poster. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call 224-313-7000 and let us know the nature of your request and your contact information.
We verify the identity and employment authorization of individuals hired for employment in the United States.
When you join Amcor, you will have access to a comprehensive benefits and compensation package that includes:
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)
