Sr. Customer Experience Partner

Amcor•Devens, MA

1d•Onsite

About The Position

The Senior Customer Experience Partner is responsible for managing elevated and complex customer needs while ensuring a consistently high level of customer satisfaction. This role serves as a key resource for onboarding and ongoing training, supporting new team members as well as providing refresher and process‑update training in collaboration with the Training Manager. The Senior Customer Experience Partner is fully trained to enter orders directly into the JDE system and manages all sales orders requiring specialized handling that cannot be completed through the MyAmcor website. This role also maintains deep expertise in the TICS system and oversees all activities related to returns and credits with a high degree of accuracy. In addition, the Senior Customer Experience Partner manages key business accounts and strategic customer portfolios, contributing to increased sales effectiveness and overall profitability.

Requirements

Advanced knowledge of operational processes and systems (JDE, TICS, MyAmcor).
Strong communication, organizational, and customer‑relationship management skills.
Proven ability to adapt, prioritize, and solve more complex customer issues.
Ability to work independently while supporting team success and training needs.
3 years of customer service experience and consistently high performance metrics.
High School Diploma, College Degree Preferred

Responsibilities

Answers incoming phone calls from customers, solving customer issues and ensures customer satisfaction
Manages elevated customer issues, specialty accounts, and orders requiring modified handling. Including interacting with production and shipping to ensure timely service.
Performs data entry of all types of orders, providing customers with tracking information as needed, along with tracking backorders and providing customer with status daily.
Trains new CE team members and supports ongoing team training initiatives.
Contributes to special projects and manages the CE queue as needed.
Ensures accuracy and efficiency while consistently completing 65+ transactions daily.
Performs all order‑entry duties, including specialized entries directly into JDE when MyAmcor cannot be used.
Acts as a subject matter expert on TICS for returns and credits, handling all associated workflows.

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)