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Customer Service Team Lead

Location: 

Gent, BE

Department:  Operations/Production/Manufacturing
Full-time or Part-time:  Full-Time
Job Type:  Employee
Shift:  On site

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.

To learn more about playing for Team Amcor, visit www.amcor.com I LinkedIn I Glassdoor I Facebook I YouTube               

Job Details

 

Position Job Title:                    Customer Service Team Lead, Gent

Function:                                  Customer Service & Supply Chain

Sub-Function:                          Customer Service

Location:                                  Gent, Belgium – on site

Line Manager’s Job Title:       Customer Service Cluster Manager SRP Pharma Hubs and Gent Conversion

 

 

Job Purpose

 

The primary role of the CS Team Lead is to provide first line support for both the customer service and external sales teams within the business. Key focus will be the leadership, support, and motivation of the customer service team, to achieve the departmental KPI’s and targets, whilst maintaining a standard of excellence in the provision of customer service both internally and externally. The CS Team Lead will be expected to manage a selected portfolio of accounts.

The CS Team Lead will also be expected to participate in any decision-making process relating to the structure, organisation, and management of the customer service team, making recommendations, as appropriate, for ongoing development and improvement. Beside of that the CS Team Lead will also be responsible for implementing required Business Group processes and guidelines.

 

Job Dimensions & Scope

 

KEY DELIVERABLES

 

  • Lead the Customer Service Team to build customer loyalty through positive customer engagement and service excellence
  • Identify, implement and maintain customer service processes, standards, and key deliverables to support the customer-centric organization
  • Partner with all functional areas within the organization to ensure a world class customer experience
  • Manage the team to consistently achieve agreed business targets and objectives

 

Principal Accountabilities

 

  • Provide first line support for Customer Service and external sales teams
  • Lead and motivate the Customer Service Team
  • Identify and implement opportunities for people development
  • Assume overall responsibility for delivery of agreed KPI’s and targets within the CS team
  • Prepare and present monthly reports as required by the Customer Service Cluster Manager
  • Review and improve existing processes and process controls
  • Identify and mitigate actual and/or potential risks
  • Support the introduction of new business
  • Manage the relationship between the Customer Service Team, plant functions and Plant General Manager

 

 

Principal Activities

 

  • Manages change effectively and builds a successful team
  • Manage performance and development of team members
  • Enables improvements in service, quality, and cost and supports the delivery of the related KPI’s
  • Resolve service issues raised by the Customer Service Team, liaising with relevant departments/external suppliers
  • Provide first line escalation for customers, account managers and internal departments, assisting in resolving any issues
  • DIFOT/VAS (value added services): Support the team to achieve and/or outperform against target
  • Finished Goods stock: maintain process to achieve targets
  • CDN’s: maintain process to achieve targets on response times and outstanding values
  • Provide monthly reports to Customer Service Cluster Manager
  • Delivers on the harmonization plan for the sites in scope
  • 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
  • Evaluate and seek improvements to existing processes within the Customer Service Team
  • Support the team in successfully integrating new business

 

Qualifications/Requirements

 

1- Formal Qualifications and Experience

• Experience in customer service, preferably within a manufacturing environment
• Bachelor’s degree in Business or a related field, or equivalent professional experience
• Experience in people management or in a team lead role
• Proficiency in Excel, ERP/SAP systems, and Salesforce appreciated
• Excellent communication skills in English and Dutch; additional languages such as French or German are a plus

 

2- Specific Skills and Abilities

  • Customer Focussed
  • Results Orientated
  • Excellent interpersonal and communication skills
  • Ability to build collaborative relationships
  • Excellent time management and organisational skills
  • Ability to work as part of a multi structure team
  • Self-motivated
  • Confident
  • Skilled negotiator

About Amcor
Amcor is the global leader in developing and producing responsible consumer packaging and dispensing solutions across a variety of materials for nutrition, health, beauty and wellness categories. Our global product innovation and sustainability expertise enables us to solve packaging challenges around the world every day, producing a range of flexible packaging, rigid packaging, cartons and closures that are more sustainable, functional and appealing for our customers and their consumers. We are guided by our purpose of elevating customers, shaping lives and protecting the future. Supported by a commitment to safety, over 75,000 people generate $23 billion in annualized sales from operations that span over 400 locations in more than 40 countries.
NYSE: AMCR; ASX: AMC www.amcor.com | LinkedIn | YouTube

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