Customer Account Specialist II

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. To find out more about our commitment to sustainability and about Amcor, visit www.amcor.com.  

Job Description

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 second of three levels of Account Specialists within the Customer Service group. The level II is proficient at the below responsibilities and requires limited 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

• Maintain customer loyalty through positive customer engagement.  Engage in proactive discussions with customers to improve our business.
• 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.
• Lead conversations with customers to provide them guidance regarding terms, agreements, purchase orders, inventory, and order status; asks for assistance from Sales or fellow Customer Account Specialists.
• Demonstrate consistent adherence to standard processes and comply with service level agreements to support our customer-centric organization.
• Has working 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

• Initiate 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.
• Understand and manage export business and required documentation.
• Managing 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.
• Partner with Sales and Manufacturing to analyze customer requirements to develop and manage customer-specific programs/models i.e. safety stock or Vendor Managed 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

• Identify and lead 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
• 2-5 years of successful experience in Manufacturing and Customer Service environment
• Proficient in Microsoft Office

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 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.

E-Verify

We verify the identity and employment authorization of individuals hired for employment in the United States.

Benefits

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 9 days per year and may be slightly higher by location

• Wellbeing program & Employee Assistance Program

• Health Savings Account/Flexible Spending Account

• Life insurance, AD&D, short-term & long-term disability, and voluntary accident disability benefits are available

• Paid Parental Leave

• Retirement Savings Plan with company match

• Tuition Reimbursement (dependent upon approval)

• Discretionary annual bonus program (initial eligibility dependent upon hire date)