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Customer Service Lead

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Customer Service Lead

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Amcor Get AI-powered advice on this job and more exclusive features. Direct message the job poster from Amcor Back to search results Function: Customer Service Part-time or Full-time: Full-Time Job Type: Employee 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. To learn more about playing for Team Amcor, visit www.amcor.com I LinkedIn I Glassdoor I Facebook I YouTube BG and BU: Coffee, Petcare & Specialties Location: AF Lugo, Italy, on site role Function: Operations - Customer Service Line Manager: Customer Service Manager Contract Type:



Permanent Job Purpose The primary role of the CS team lead is to provide first line support for both the customer service and external sales teams within the business. Key focus will be the leadership, support, and motivation of the customer service team, to achieve the departmental KPI’s and targets, whilst maintaining a standard of excellence in the provision of customer service both internally and externally. Where required, the Team Lead will be expected to manage a selected portfolio of accounts. The Team Lead will also be expected to participate in any decision-making process relating to the structure, organisation, and management of the customer service team, making recommendations, as appropriate, for ongoing development and improvement.



Beside of that the Team Lead will also be responsible for implementing required Business Group processes and guidelines. Job Dimensions & Scope INTERNAL AND EXTERNAL RELATIONSHIPS Internal

– Origination / Supply chain (including planning and logistics) / Technical / Internal Sales / Commercial and Amcor Management team. External

– Customers / External Sales / Suppliers KEY DELIVERABLES Lead the Customer Service Team to build customer loyalty through positive customer engagement and service excellence. Identify, Implement and Maintain customer service processes, standards, and key deliverables to support the customer-centric organization. Partner with all functional areas within the organization to ensure a world class customer experience.



Manage the team to consistently achieve agreed business targets and objectives. Principal Accountabilities Provide first line support for Customer Service and external sales teams. Lead and motivate the Customer Service Team Identify and implement opportunities for people development. Assume overall responsibility for delivery of agreed KPI’s and targets within the CS team. Prepare and present monthly reports as required by the Customer Service Manager Review and improve existing processes and process controls. Identify and mitigate actual and/or potential risks. Support the introduction of new business. Manage the relationship between the team, plant functions and Plant General Manager. Manages change effectively and builds a successful team. Manage performance and development of team members. Enables improvements in service,



quality, and cost and supports the delivery of the related KPI’s. Resolve service issues raised by the customer service team, liaising with relevant departments/external suppliers. Provide first line escalation for customers, account managers and internal departments, assisting in resolving any issues. DIFOT: Support the team to achieve and/or outperform against target. Finished Goods stock: maintain process to achieve targets. CDN’s: maintain process to achieve targets on response times and outstanding values. Provide monthly reports to Customer Service Manager. Delivers on the harmonization plan for the sites in scope. 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. Evaluate and seek improvements to existing processes within the Customer Service Team Support the team in successfully integrating new business. Qualifications/Requirements Qualifications and Experience Over 5 years of experience in customer service, with a strong preference for experience within the manufacturing sector Strong communication skills in both English and Italian Good Excel skills and SAP or/and salesforce knowledge appreciated Bachelor’s degree in business or equivalent education Skills And Abilities Customer Focused Results Orientated Excellent interpersonal and communication skills Ability to build collaborative relationships Ability to work as part of a multi structure team Influencing and leading skills Self-motivated Confident Skilled negotiator 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. NYSE: AMCR; ASX: AMC www.amcor.com | LinkedIn | YouTube Seniority level

Seniority level Mid-Senior level Employment type

Employment type Full-time Job function

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