Customer Account Specialist

Amcor•AF Oshkosh Division Head Office WI, WI

19h

About The Position

The Customer Account Specialist is the central point of contact between external customers and Amcor, serving as the “Face of Amcor.” This is the first of three levels in the Customer Service group. A Level I specialist has basic knowledge and abilities to perform the role’s responsibilities and may initially need support handling issues arising from daily work. The role covers North America and has no direct reports. The specialist builds customer loyalty, processes and monitors orders, coordinates shipping, delivery, and inventory, maintains customer account information, and collaborates with internal teams to address customer needs. The role follows standard processes and service-level agreements, contributes to continuous improvement, and provides backup for designated team members while maintaining service standards. The position is based in an office environment and involves frequent interaction with others. It may require domestic travel up to 5% of the time. Physical and work activity expectations include sitting and computer work up to 100% of the time, communicating up to 100% of the time, and moving from one place to another up to 50% of the time.

Requirements

Strong communication skills for internal and external relationships, with a customer focus.
Self-drive and initiative to seek continuous improvement opportunities.
Strong attention to detail and time management skills to prioritize workload.
Results orientation, strategic orientation, collaboration and influence, and decision-making and problem-solving capabilities.
Basic Microsoft Office skills.
Regular attendance.
Ability to sit up to 100% of the time.
Ability to communicate up to 100% of the time.
Ability to move from one place to another up to 50% of the time.
Ability to work on a computer 100% of the time.
Ability to travel domestically 5% of the time.

Nice To Haves

Bachelor’s degree preferred.
Experience in a manufacturing and/or customer service environment preferred.

Responsibilities

Build customer loyalty through positive customer engagement.
Collaborate with other functions on escalated issues involving customer orders, graphics, ship dates, quality concerns, and other matters.
Participate in customer conversations about terms, agreements, purchase orders, inventory, and order status, seeking assistance from Sales or fellow Customer Account Specialists as needed.
Follow standard processes and service-level agreements, and seek learning opportunities to build understanding of standard work and best practices.
Build knowledge of cross-functional expertise, products, order management systems, and manufacturing processes.
Receive and process customer orders, screening information for accuracy and completeness.
Monitor orders throughout manufacturing and advise customers and Sales about significant delays, providing alternatives when needed.
Initiate customer releases for shipments, ensure delivery dates are met, and coordinate and monitor rush shipments.
Manage and process outside warehousing shipments of inventory.
Manage sub-contracting business.
Enter and manage non-conformances promptly and provide and incorporate corrective action plans for non-conformances owned by Customer Account Specialists.
Follow standard processes for managing aged inventory.
Manage consignment inventory and understand its downstream effects.
Manage basic Minimum and Maximum inventory programs.
Partner with Sales, Marketing, and Product Data to create new material masters and ensure relevant documentation is accurate and maintained.
Provide requested customer information and documents, including Bills of Lading, Proofs of Delivery, Certificates of Compliance, billing information, and inventory reports.
Maintain and actively use customer electronic account profiles and item lists.
Support continuous improvement initiatives to develop improved and streamlined approaches to customer and business needs.
Act as backup for designated team members while maintaining the same level of service excellence for their customers.

Benefits

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 varying by location.
Wellbeing program and Employee Assistance Program.
Health Savings Account and Flexible Spending Account.
Life insurance, AD&D, short-term and long-term disability, and voluntary benefits.
Paid parental leave.
Retirement Savings Plan with company match.
Tuition reimbursement, dependent upon approval.
Discretionary annual bonus program, with initial eligibility dependent upon hire date.