Customer Service Representative

About Amcor

Amcor is a world leader in creating and supplying responsible consumer packaging and dispensing solutions across various materials used in nutrition, health, beauty, and wellness sectors. With expertise in product innovation and sustainability, Amcor addresses packaging challenges daily, offering flexible and rigid packaging, cartons, and closures that emphasize sustainability, functionality, and aesthetic appeal. The company values safety as a fundamental principle and employs over 75,000 people globally, generating $23 billion in annual sales from operations across 400+ sites in 40+ countries.

Role Overview

The Customer Service Representative (CSR) serves as the key liaison between customers and Amcor, aiming to deliver outstanding customer experiences. This role is suitable for candidates with a customer-focused approach who can operate independently and collaborate with both local and remote teams. It demands strong self-organization, autonomy, and communication skills to engage various stakeholders effectively while fostering internal and external relationships. Continuous learning and improvement in service delivery are essential responsibilities.

Key Responsibilities

• Handle comprehensive order management from placement to delivery using CRM and ERP systems.
• Collaborate closely with departments such as quality, supply chain, planning, logistics, production, finance, sales, pricing, and commercial teams to track customer orders and communicate delays or alternatives efficiently.
• Lead performance reviews with customers and internal teams on an annual, bi-annual, or quarterly basis.
• Manage customer inquiries and share forecast information with relevant departments.
• Monitor finished goods inventory and aged stock through proactive coordination with internal teams.
• Address customer complaints promptly by recording and providing timely feedback.
• Facilitate returns processes where applicable.
• Expedite urgent shipments and track their progress to ensure timely delivery.
• Initiate credit and debit note requests in partnership with the finance department.
• Assist with disputed invoice resolutions in collaboration with finance and credit collection teams.
• Maintain comprehensive knowledge of customer contracts, service level agreements, and other relevant documents to manage relationships effectively.

Qualifications and Skills Required

• Previous experience in a customer service role, preferably within packaging or manufacturing industries.
• Proficiency in Microsoft Excel with strong analytical capabilities.
• Familiarity with SAP and Salesforce.com is advantageous.
• Fluency in English required; additional European language skills are a plus.
• Strong customer service orientation and commitment to results.
• Excellent interpersonal and communication skills to build effective relationships.
• Exceptional time management and organizational abilities.
• Capability to work collaboratively within complex team structures.
• Self-driven and motivated to achieve excellence.

Additional Information

• Position is located on-site at Amcor's Sligo facility, though remote work is offered.
• Employment type is full-time permanent with a fixed shift pattern on-site.