Dir - Customer Service Job at Amcor
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.
Will you be next to join our journey towards a more sustainable future? At Amcor we are always looking for talented and passionate individuals who are motivated to make a difference. Working at Amcor means you will have a unique opportunity to be a part of an organisation that is committed to providing sustainable packaging solutions.
Amcor Flexibles North America (AFNA), a division of Amcor, operates across 35 plants and employs 9,000 colleagues within North America with headquarters in Chicago, IL and Oshkosh, WI. AFNA makes flexible packaging solutions for food and beverage, healthcare, and home and personal care applications.
Job Description
ROLE OVERVIEW
Reporting directly to the Vice President of Finance, the Director of Customer Service is a leadership role of Amcor Flexibles North America that provides strategic oversight, organizational leadership, and decision-making on critical business initiatives that connect commercial excellence and operational strategies with Customer Service best practices and optimization. This role is responsible for the development and implementation of strategy for Customer Service, Product Data and Facility Graphics across all five Business Units within Amcor Flexibles North America. Reporting to the Director of Customer Service are the Senior Managers of Customer Service and Manager of Operations.
WHAT YOU GET TO DO
- AFNA oversight for the development, evaluation, implementation of Customer Service business processes and applications, including the associated processes and supporting ERP systems, resulting in year over year savings and continuous improvements
- Oversees Customer Service strategy in all aspects of product data, facility graphics, customer service, exports and IT applications across five Business Units.
- Support customer-centric business strategy through creation of customer service processes, standards and metrics, building/maintaining positive customer relationships and implementing continuous improvement
- Work in collaboration with other functions on escalated issues relating to customer orders, graphics issues, ship dates, quality concerns etc.
- Influence and align cross functional stakeholders to an actionable plan for addressing and improving Customer Experience
- Partner with operations/supply chain to review schedules, anticipate and mitigate potential issues and collaborate on meeting customer expectations
- Build relationships with customers through visits, participation in plant tours, assisting in projects and addressing service needs/issues, aligning resources to meet customer requirements etc.
- Review internal/external complaints and identify trends, ensure corrective action and follow-ups are appropriately communicated internally and externally
- Responsible for monitoring and forecasting intercompany sales
- Support Business Unit Leadership in BU growth strategy
- Build organizational capability through recruitment, development and retention of top talent. Key activities include robust performance reviews, clear annual objectives, creating a culture of accountability and a focus on excellence.
- Acts as a safety leader and puts safety first in all responsibilities, demonstrating and fostering the Amcor Core Values with the organization.
- Create a clear roadmap and strategy for the Customer Service function to support the creation of a customer-centric culture
- Create a unified Customer Service team, focused on a shared vision and strategy and delivering a world class customer service experience
- Develop customer service indicators, processes, standards and metrics
- Champion technology as an enabler for operational excellence
- Partner with Operations/supply to ensure a world class customer service experience (ex. WIP/FG, Credits/Re-bills, Quality, Scheduling etc.).
- Provide direction and leadership to the Customer Service function with a focus on building organizational capability and embedding operational excellence
- Forecast and manage departmental budgets
WHAT WE VALUE
- Thought Leadership- ability to challenge the status quo in alignment with a drive for excellence
- Team Leadership- focusing, aligning, and building effective groups in immediate organization.
- Change Leadership- transforming and aligning the customer service organization to drive improvement in a new and challenging direction. Supporting and energizing the organization in creating a customer-centric culture.
- Collaboration and Influencing- working well with others who do not work for you; working as a team to have a positive impact on business performance.
WHAT WE WANT FROM YOU
- Education-Bachelor’s Degree Required, MBA preferred
- Experience-15+ years of successful experience with preferably 10 years of Amcor Customer Service experience
- Considerable technical knowledge of products and manufacturing processes as applicable to leading the customer service function
Our Expectations
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:
- Our people are engaged and developing as part of a high-performing Amcor team
- Our customers grow and prosper from Amcor’s quality, service, and innovation
- Our investors benefit from Amcor’s consistent growth and superior returns
- The environment is better off because of Amcor’s leadership and products
Equal Opportunity Employer/Minorities/Females/Disabled/Veterans/Sexual Orientation/Gender Identity
Amcor Flexibles North America 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 links "EEO is the and "EEO is the Law" Poster Supplement. 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.
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