Senior Customer Care Representative

🕒 August 7

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

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Amcor

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded Amcor

🍽️ Food & Beverage

🏥 Healthcare

📦 Logistics

Food & Beverage • Healthcare • Logistics

Amcor is a global leader in developing and producing responsible packaging for food, beverage, pharmaceutical, medical, home and personal-care, and other products. With operations in approximately 40 countries and employing around 41,000 people, Amcor generates annual sales of about US$13. 6 billion. The company is committed to sustainability, focusing on a circular economy and producing innovative, recycle-ready packaging solutions. Amcor collaborates with partners like Berry and Power Roll to expand its capabilities and innovative portfolio in consumer and healthcare packaging solutions, as well as exploring solar photovoltaic applications.

📋 Description

• Maintain a productive and professional working environment • Guide and coach customer care representatives to provide friendly, helpful, enthusiastic and professional customer care • Train, monitor, coach and develop new and existing customer care teams on contact skills, policies and procedures • Provide daily direction and communication so customer care calls are answered and orders are processed timely, efficiently and knowledgeably • Respond to customer and sales representative requests using tact and judgment • Diffuse tense situations involving irate customers and resolve problems promptly • Maintain professional relationships with internal and external departments for order completion • Receive, process, input and monitor web-based, email, EDI and faxed orders from receipt to invoicing • Respond to inquiries about order status, pricing, shipping status, PODs and invoicing • Contact customers or sales representatives with problem resolutions or alternatives • Monitor customer order patterns and service levels and implement improvements • Initiate CIO/TIC requests and return authorizations • Prepare preliminary paperwork for special production orders where applicable • Assist in resolving customer deductions • Perform special projects assigned by the Department Supervisor or Manager

🎯 Requirements

• High School Diploma required; 4 year college degree preferred • Minimum five years of prior customer care experience or related experience • Excellent written, verbal and interpersonal communication skills • Strong time management, organizational, decision making and analytical skills • Ability to work independently and as a team player • Proficiency with Microsoft Office applications and presentations • Typing speed of 50–60 words per minute • Knowledge of basic office equipment • Advanced understanding of systems related to Customer Care, Sales, Pricing, Operations, Scheduling, Shipping, Manufacturing and Credit • Ability to work from home with high-speed internet and cell phone service • Maintain an appropriate work area within the employee’s home • Regular connectivity via phone, email and instant messaging during approved work hours

🏖️ 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) • Ability to work from home