About this role
<p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"> </p> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Position Job Title: Customer Service Representative (CSR)</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">BG and BU: Amcor Flexibles Europe, Middle East & Africa (AFEMEA)</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Function: Operations</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Sub-Function: Customer Service</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Line Manager’s Job Title: Customer Service Manager </span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Hiring location: AF Porto (Vila Nova de Gaia) – on site</span></li> <li style="margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Contract: Permanent </span></li> </ul> <p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif"> </span></strong></p> <p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Job Purpose </span></strong></p> <p style="text-align:justify;margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">The Customer Service Representative is the central point of contact between our customers and Amcor and is therefore a central figure to deliver the best possible customer experience. This role is to be held by a person who has a very customer centric mindset (both with internal and external customers) and can work independently as part of a local and remote team. The role requires autonomy, a high level of self-organization and the ability to manage and communicate to various stakeholders at different levels by building relationships with internal and external customers. Continuous improvement is a critical part of the role: the right candidate is willing to continuously learn and apply new ways of working while working to improve our service to customer.</span></p> <p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif"> </span></strong></p> <p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Job Dimensions & Scope </span></strong></p> <p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Internal & external relationships</span></strong><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif"> </span></p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Plant neighbouring functions: quality, supply chain, planning, logistics, production, finance and more </span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Central functions including sales, pricing, commercial, customer service, finance</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">External customers </span></li> </ul> <p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif"> </span></strong></p> <p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Principal Accountabilities </span></strong></p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Manage end to end order management, from order placement through to delivery in our Customer Relationship Management and ERP systems</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Works closely with the following functional areas to monitor customer requirements throughout the order fulfilment process, advising Customers and Sales of any significant delays and helping to provide alternatives to ensure customer expectations are fulfilled and identifying opportunities for value added services.</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Prepares for and leads the yearly, bi-yearly or quarterly performance reviews with customers and neighbouring functions </span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Manage any customer request as applicable and shares all customers information including customer forecasts with colleagues from neighbouring functions </span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Proactively manage customer finished goods levels and aged inventory in collaboration with neighbouring functions</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Acknowledge customers complaints, enter customer complaints with the data received and ensure the customer receives a prompt feedback </span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Initiate return of goods where applicable</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Coordinate the expediting of rush shipments, where necessary and monitors their progress to delivery</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Initiate the request for credit and debit notes in collaboration with the finance function</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Support the disputed invoices process in collaboration with finance and credit collection</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Build the customer knowledge needed to effectively manage the relationship: including service level agreements, contracts, any other useful information</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Continuously strive to improve customer relations with prompt, efficient service, using own initiative to resolve complex problems when they arise.</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Proactively looks for better ways of working in order to ensure we provide the best service possible to our customers</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">To keep all OHSE and hygiene standards given by Amcor and local legislation</span></li> </ul> <p style="margin:0.0cm 0.0cm 8.0pt 36.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"> </p> <p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif"> Qualifications/Requirements</span></strong><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif"> </span></p> <p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif"> </span></strong></p> <ol style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Formal Qualifications and Experience</span></strong></li> </ol> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Experience in a similar position, preferably in a packaging or manufacturing environment</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Experience of SAP and Salesforce.com preferred</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Good Excel skills </span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Fluent in English & Portuguese; French or Spanish would be a plus.</span></li> </ul> <p style="margin:0.0cm 0.0cm 8.0pt 36.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"> </p> <ol style="margin-bottom:0.0cm;margin-top:0.0px" start="2"> <li style="margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif"> Specific Skills</span></strong></li> </ol> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Customer Focused</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Results Orientated</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Excellent interpersonal and communication skills</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Ability to build collaborative relationships</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Excellent time management and organisational skills</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Ability to work as part of a multi structure team</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:14.0pt;line-height:115%;font-family:Calibri, sans-serif">Self-motivated</span></li> </ul> <p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"> </p>