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Customer Account Specialist

4 months ago

Oshkosh, United States Amcor Full time

**We are global, we are impacting the lives of millions every day, we are making a difference**:
At Amcor we are inspired to change the packaging industry and are taking on the aspirational challenge to make all our products recyclable or reusable by 2025. Through our products and global footprint, we are in a unique position to truly make a difference in the packaging space. Our products impact the lives of millions of people across the globe every day from food, beverage, pharmaceutical, medical, home
- and personal-care, and other essential products. Amcor is a thriving S&P 500 organisation listed both on the NYSE (AMCR) and ASX (AMC) with US$13 billion in sales. We have a proud history dating back to the 1860’s and come a long way from a single paper mill based in Melbourne to becoming the global leading packaging company. Today, Amcor is an international organisation empowering its 50,000 employees in over 40 countries and across 250 sites.

This role is the central point of contact between external Customers and the Amcor organization. Our Customers recognize this role as the “Face of Amcor”.

This is the first of three levels of Account Specialists within the Customer Service group. The level I has the basic knowledge and abilities to perform the below responsibilities and will initially require support to handle issues that may arise out of the daily responsibilities of the role.

**WHAT YOU GET TO DO**
- Geographic Scope: North America
- Number of colleagues directly reporting to this job: None

Customer Engagement
- Build customer loyalty through positive customer engagement
- Work in collaboration with other functions on escalated issues relating to customer orders, graphics issues, ship dates, quality concerns and more to meet customer expectations
- Participate in conversations with customer regarding terms, agreements, purchase orders, inventory, and order status; asks for assistance from Sales or fellow Customer Account Specialists.
- Follow standard processes and comply with service level agreements to support our customer-centric organization. Seek out learning opportunities and critical experiences to broaden understanding of standard work and best practices
- Build initial knowledge of cross functional technical expertise, technical knowledge of products, order management systems and manufacturing processes.

Order Processing
- Receive and process customer orders while screening information for accuracy and completeness
- Monitor customer orders throughout the manufacturing process, advising customers and Sales of any significant delays and provides alternatives to ensure customer expectations are fulfilled

Shipping, Delivery & Inventory Coordination
- Initiates customer releases for all shipments and ensures delivery dates are met as well as coordinates the expediting of rush shipments and monitors their progress
- Manage and process outside warehousing shipments of inventory
- Have a basic understanding that Amcor exports products to our customers
- Manage sub-contracting business
- Enter and manage non-conformances in a timely manner. Provide and incorporate corrective action plan for Customer Account Specialists owned non-conformances
- Follow standard process to manage aged inventory
- Manage consignment inventory and understand downstream affect
- Manage basic Minimum and Maximum inventory programs
- Partner with Sales, Marketing, and Product Data to create new material masters. Ensure all relevant documentation provided is accurate & continually maintained
- Provide information to customers as requested such as: Bill of Lading, Proof of Delivery, Certificate of Compliance, Billings, and Inventory reports

Customer Account Maintenance
- Maintain and actively utilize active customer electronic account profiles and item list to provide service excellence.

Miscellaneous
- Support Continuous Improvement initiatives to determine new, improved and streamlined approaches to better serve customer & business needs.
- Act as the back-up for designated team members. Maintain the same level of service excellence as provided to your core customers.

**WHAT WE VALUE**
- Champion a culture of quality
- Strong communication skills utilized in both internal and external relationships with a customer focus
- Self-drive and initiative to seek out continuous improvement opportunities
- Strong attention to detail and time management to best prioritize workload
- Results Orientation, Strategic Orientation, Collaboration and Influence, Decision Making & Problem Solving

**WHAT WE WANT FROM YOU**
- Bachelor’s Degree Preferred
- Experience in a Manufacturing and/or Customer Service environment preferred
- Basic Microsoft Office skills
- Regular attendance
- Frequent interaction with others
- Ability to sit up to 100% of time
- Ability to communicate up to 100% of time
- Ability to move from one place to another up to 50% of time
- Ability to work on a computer 100% of time
- Ability to travel dom