Berry Global, Inc.
Overview
Accelerate the possible by joining a winning Amcor team that’s transforming the packaging industry and improving lives around the world.
At Amcor, we unpack possibility through our innovative and responsible packaging to provide solutions that benefit our customers, our people and our planet. More than 10,000 consumers worldwide encounter our products every second and rely on us for safe access to food, medicine and other goods. We value their trust by making safety our guiding principle. It’s our core value and integral to how we do business.
Beyond this core principle, our shared values and behaviors unite us as we work together to elevate customers, shape lives and protect the future. We champion our customers and help them succeed. We play to win – adapting quickly in an everchanging world – and make smart choices to safeguard our business, our communities and the people we serve for generations to come. And we invest in our world‑class team, empowering our colleagues to unpack their potential, because we believe when our people grow, so does our business.
Responsibilities This role is focused on servicing customers order on‑time and in‑full. It is responsible for ensuring timely order entry, timely order acknowledgement to the customers, timely load creation for carrier planning, proactive communication to customers on order status, and timely invoicing. The Customer Care Specialist manages our mid‑tier to large customer accounts.
Key Accountabilities
Order Entry – Ensures customer order is encoded (automatic or manual) accurately and on‑time. Evaluates order quantity versus set minimum requirements, evaluates requested delivery dates/ship dates versus published lead time, and ensures customer alignment on order lead time.
Order Acknowledgement – Ensures orders are acknowledged and communicated back to the customers within 24 hours. If the process is via auto acknowledgement, ensures all information communicated is accurate and realistic. Managing customer expectation in this step is critical in satisfying customer needs.
Order Status Communication – Generates or analyzes open order reports, evaluates and confirms ship dates with the plant and shipping teams, and communicates to customers at least one week ahead of the ship date. Keeps the customer informed of order status ahead of time, ensuring they have enough time to change/alter the order to mitigate negative situations.
Demand Management and Control – Works closely with Plant Schedulers to ensure the demand signal is understood in developing a cost‑effective shop floor schedule.
Order Fulfilment Process Improvement – Responsible for finding process improvement opportunities to simplify day‑to‑day routine, freeing up more time to communicate with customers.
Service Risks Mitigation – Responsible for determining and escalating service risks and issues through proper channels, seeking resolutions and mitigation plans.
Additional Responsibilities not to exceed 30% of workload : New Item Requests, Quote Requests, Customer Incident Tracking (TICS), Sample Requests, Requests for Specs, Drawings and Regulatory Documents.
Performance Measures
Past Due Orders Trend and Goals
Manual vs Automatic Order Entry
Order Acknowledgment Turnaround Time
Load Building Turnaround Time
On‑time and In‑Full Delivery
Order Entry Accuracy
Customer Scorecard and Performance Feedback
Qualifications
Bachelor’s Degree preferred in Management, Sales, Marketing, or Supply Chain
3‑5 years’ experience in customer service in a fast‑moving consumer or manufacturing environment
Proficiency in gathering, analyzing and interpreting data
JDE/Cognos/Tableau proficiency a plus
Proficient in Microsoft Excel and related Office applications
Effectively communicate with customers, both external and internal
Competencies
Excellent communication skills—verbal and written
Independent in working effectively with little supervision
Self‑starting
Proven analytical and problem‑solving skills
With a full understanding of the impact of role to total business costs
Excellent attention to details
Strong IT systems knowledge and skills – Advanced Excel user
Ability to analyze and manipulate technical and complex data and provide meaningful information
Equal Opportunity Employer/Minorities/Females/Disabled/Veterans/Sexual Orientation/Gender Identity
Amcor is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you would like more information about your EEO rights as an applicant under the law, please click on the "Know Your Rights: Workplace Discrimination is Illegal" poster. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call 224‑313‑700 and let us know the nature of your request and your contact information.
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Responsibilities This role is focused on servicing customers order on‑time and in‑full. It is responsible for ensuring timely order entry, timely order acknowledgement to the customers, timely load creation for carrier planning, proactive communication to customers on order status, and timely invoicing. The Customer Care Specialist manages our mid‑tier to large customer accounts.
Key Accountabilities
Order Entry – Ensures customer order is encoded (automatic or manual) accurately and on‑time. Evaluates order quantity versus set minimum requirements, evaluates requested delivery dates/ship dates versus published lead time, and ensures customer alignment on order lead time.
Order Acknowledgement – Ensures orders are acknowledged and communicated back to the customers within 24 hours. If the process is via auto acknowledgement, ensures all information communicated is accurate and realistic. Managing customer expectation in this step is critical in satisfying customer needs.
Order Status Communication – Generates or analyzes open order reports, evaluates and confirms ship dates with the plant and shipping teams, and communicates to customers at least one week ahead of the ship date. Keeps the customer informed of order status ahead of time, ensuring they have enough time to change/alter the order to mitigate negative situations.
Demand Management and Control – Works closely with Plant Schedulers to ensure the demand signal is understood in developing a cost‑effective shop floor schedule.
Order Fulfilment Process Improvement – Responsible for finding process improvement opportunities to simplify day‑to‑day routine, freeing up more time to communicate with customers.
Service Risks Mitigation – Responsible for determining and escalating service risks and issues through proper channels, seeking resolutions and mitigation plans.
Additional Responsibilities not to exceed 30% of workload : New Item Requests, Quote Requests, Customer Incident Tracking (TICS), Sample Requests, Requests for Specs, Drawings and Regulatory Documents.
Performance Measures
Past Due Orders Trend and Goals
Manual vs Automatic Order Entry
Order Acknowledgment Turnaround Time
Load Building Turnaround Time
On‑time and In‑Full Delivery
Order Entry Accuracy
Customer Scorecard and Performance Feedback
Qualifications
Bachelor’s Degree preferred in Management, Sales, Marketing, or Supply Chain
3‑5 years’ experience in customer service in a fast‑moving consumer or manufacturing environment
Proficiency in gathering, analyzing and interpreting data
JDE/Cognos/Tableau proficiency a plus
Proficient in Microsoft Excel and related Office applications
Effectively communicate with customers, both external and internal
Competencies
Excellent communication skills—verbal and written
Independent in working effectively with little supervision
Self‑starting
Proven analytical and problem‑solving skills
With a full understanding of the impact of role to total business costs
Excellent attention to details
Strong IT systems knowledge and skills – Advanced Excel user
Ability to analyze and manipulate technical and complex data and provide meaningful information
Equal Opportunity Employer/Minorities/Females/Disabled/Veterans/Sexual Orientation/Gender Identity
Amcor is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you would like more information about your EEO rights as an applicant under the law, please click on the "Know Your Rights: Workplace Discrimination is Illegal" poster. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call 224‑313‑700 and let us know the nature of your request and your contact information.
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