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Customer Service Representative

Amcor Rigid Plastics
Customer Service Representative
Addison, IL
Position Overview:
Works within a plant to support the customer requirements through timely order entry until their product is shipped. This position will manage the internal reporting and feedback from the customer. It will also work as a liaison with the outside Sales Representative.
Essential Responsibilities and Duties:
Serve as the primary contact for the assigned customer base and execute the daily Customer Service processes with a keen focus on customer satisfaction.
Execute the order entry process to ensure that all orders for assigned customers are entered timely and accurately (order number, quantity, product specifications, price, freight terms, shipping instructions, packaging, delivery date, other special instructions, etc.) Review all orders and customer confirmations for accuracy.
Ensure a high level of proactive customer engagement with strong communication related to expected service levels, issue resolutions, aged inventory, and accounts receivables.
Support the process of new customer and new part/products set-up and maintaining accurate engineering masters.
Manages the reporting and follow up with plant personnel regarding customer feedback and quality complaints.
Process credits and claims as required, ensuring accuracy and that appropriate approvals are obtained.
Follow-up proactively with plant personnel and internal departments including manufacturing, quality control, shipping, and procurement to ensure customer expectations are met.
Participate in the generation of the OTIF (on time / in full) report, developing and leading action items.
Assist finance with identification of customer ownership related to aged inventory and its disposition.
Act as a key resource for the Sales Managers and Account Representatives
Maintain customer files to include: customer profiles, SOP's, names of contacts, telephone numbers, product specifications, current prices, written correspondence, competitive information, complaint/return information, terms of agreements, and copies of account plans.
Following company protocols, policies and goals while acting on opportunities to optimize the efficiency of the department.
Responsible for Safety awareness, training and ergonomic practices in the Office area
Strengthen customer relationships through telephone contact, written correspondence, and customer visits. At all times, demonstrate the highest level of diplomacy and professionalism.
Qualifications:
Education: Associate's Degree In Business or a related field is required, Bachelor's degree is preferred
2 years of experience in customer service or inside sales
Knowledge of inventory planning, forecasting, and MRP (Manufacturing Resource Planning) is preferred
Knowledge of SAP ERP System is preferred.
Superior teamwork skills, interpersonal and communication skills is required
Excellent analytical and computer skills is required
Travel 10%
Competencies:
Amcor Leadership Framework Competencies
Core Competencies:
Customer Focus
Learning on the Fly
Interpersonal Savvy
Drive for Results
3-5 Applicable ALF Competencies:
Functional/Technical Skills
Priority Setting
Organizing
Relationships:
CSR Manager
External Customers
Plant Leadership
Sales Representatives
The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job.
We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.
Location:
The position is based at Amcor's Addison, IL location

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