Customer Account Specialist

Amcor•Oshkosh, WI

About The Position

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.

Requirements

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
Bachelor’s Degree Preferred
2-5 years of successful experience in Manufacturing and Customer Service environment
Proficient in Microsoft Office

Responsibilities

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

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 may vary by location
Wellbeing program & Employee Assistance Program
Health Savings Account/Flexible Spending Account
Life insurance, AD&D, short-term & long-term disability, and voluntary benefits
Paid Parental Leave
Retirement Savings Plan with company match
Tuition Reimbursement (dependent upon approval)
Discretionary annual bonus program (initial eligibility dependent upon hire date)