Customer Service Manager

Job Details

Position Job Title: Customer Service Manager Alzira

BG and BU: Snack&Confectionary

Function: Operations

Sub-function: Customer Service

Location: Amcor Flexibles Alzira

Line Manager’s Job Title: CS Senior Manager, Snack&Confectionary

Advertising Legal Entity: Amcor Flexibles Alzira

Contract Type:  Permanent

Job Purpose

Lead the Alzira S&C Customer Service Representatives (CSRs) in support of a customer-centric organization. Build customer loyalty by proactively managing the Customer’s experience, taking ownership of customer expectations, and providing innovative service solutions.

The Customer Service Manager will also convey the Supply Chain strategy towards customers & sales. He/She will understand Sales and Supply Chain strategy to offer proper support to business development/market/growth actions.

Principal Accountabilities

Main Responsibilities

• Lead Customer Service Representatives in execution of business strategy and in support of a customer-centric organization.
• Build customer loyalty by proactively managing the Customer’s experience, taking ownership of customer expectations, providing innovative service solutions, and maintaining an “ease of doing business” environment.
• Build relationships with customers through visits, ‘Voice of the Customer’ feedback, participation in plant tours, assisting on projects and addressing service needs/issues.
• Partner with Operations/Supply Chain to review schedules, anticipate and mitigate potential issues and collaborate on meeting customer expectations.
• Partner with Sales to efficiently ramp-up new Customers and to develop joint efforts to pro-actively develop existing Customers.
• Assist in implementation and monitoring of customer Vendor Managed Inventory programs, forecasting and demand planning.
• Support the business strategy through the creation of customer-centric service processes, standards and metrics.
• Work in collaboration with other functions on escalated issues relating to customer orders, graphics issues, ship dates, quality concerns etc.
• Review internal/external complaints and identify trends, ensure corrective actions are appropriately communicated internally and externally.
• Build organizational capability through recruitment, development, and retention of top talent.  Key activities include robust performance reviews, clear annual objectives, creating a culture of accountability and a focus on excellence.
• Drive Customer Satisfaction and Customer Centric mindset in the organization.
• Drive related KPI results on DIO and DIFOT together with the site SC Managers.
• Overall functional CS process lead representing CS teams within Amcor organization linked to projects.
• Contact for Sales for all AF Alzira related CS topics.
• Lead all CS actions required to cope with the SC challenges with the aim to limit the impact of service to customers.
• With SC Manager, translate all changing Customers’ needs into concrete improvement actions.
• Actively engage with stakeholders from other functions (mainly Sales, Operations, SC) to share strategies and manage interfaces. As far as Sales is concerned, constantly connect with Sales leadership to have consistent Supply Chain strategies and actions with market needs and business priorities.

Key deliverables:

• Manages change effectively and builds a successful team
• Coaches, develops and enhances CS capabilities within the team
• Delivers on the harmonization plan within the related area of responsibility
• Runs performance reviews with key customers
• Leads CI initiatives within scope of activities
• CSAT survey improvements within scope of activity to demonstrate improved customer satisfaction
• Enables improvements in service, quality, and cost and supports the delivery of the related KPI’s

Qualifications/Requirements

1. Formal Qualifications and Experience

• At least 7 years’ experience in Customer Service/Supply Chain
• Languages: Very good level of English&Spanish is an absolute requirement
• Prior experience in multi-country roles preferred 
• Fully operational knowledge of CS, SC and additionally logistics/warehouse processes
• Uncompromising Customer Service mindset
• Distinctive analytical power combined with practical creativity for identification of improvement potentials
• Team management 

2.  Specific Skills and Abilities

• Excellent analytical, problem solving and organizational skills

• Solid organizational skills including attention to detail and multi-tasking
• Ability to work independently and handle multiple projects
• Ability to influence, motivate and mobilize stakeholders and peers
• Proactive, with the ability to anticipate

• Flexibility to travel across Europe