[Hiring] Senior Customer Care Representative @Amcor

Role Description

The Sr. Customer Care Representative is responsible for maintaining a productive and professional working environment. Guides and coaches the customer care representatives to provide the highest degree of friendly, helpful, enthusiastic, and professional customer care. With superior written communication and verbal skills, the Sr. Customer Care Representative will have the ability to properly support customer inquiries as well as the ability to diffuse tense situations involving irate customers to bring problems to a timely resolution.

Essential Functions:

• Trains, monitors, coaches, and develops new and existing customer care teams on contact skills, policies, and procedures.
• Demonstrates developmental and motivational skills.
• Provides daily direction and communication to team members to ensure customer care calls are answered and orders are processed in a timely, efficient, and knowledgeable manner.
• Exercises tact and judgment when responding to incoming requests from customers and/or sales representatives.
• Able to diffuse tense situations involving irate customers using independent judgment and personal initiative.
• Maintains a professional relationship with internal and external departments for order completion.
• Has a thorough and comprehensive knowledge of all ISO procedures to provide continual evaluation of team members.
• Receives, processes, inputs, and monitors customers' web-based, email, EDI, and/or faxed orders from receipt to invoicing.
• Responds to inquiries related to order status, pricing, shipping status, PODs, and invoicing in a timely manner.
• Contacts customers and/or sales representatives promptly with resolution to problems and/or alternatives.
• Monitors customers' order patterns and service levels, taking action as necessary to implement improvement.
• Initiates requests for CIOs/TICs and/or return authorizations.
• Prepares and forwards preliminary paperwork for special production orders (where applicable).
• Assists in the resolution of customer deductions.
• Promotes a strong work ethic and displays a team player mentality.
• Knowledgeable of product line, delivery times, and procedures.
• Performs special projects as assigned by Department Supervisor or Manager.

Qualifications

• High School Diploma; 4-year college degree preferred.
• Five years prior customer care experience or related experience minimum.
• 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.
• Proficient with Microsoft Office applications, presentations, typing 50-60 wpm, and basic office equipment.
• Advanced understanding of all related systems as they pertain to Customer Care, Sales, Pricing, Operations, Scheduling, Shipping, Manufacturing, and Credit.

Work Conditions

• Ability to work from home, including access to high-speed internet and cell phone service while maintaining an appropriate area within employee’s home to use for work purposes.
• Regular connectivity via phone, email, and instant messaging (as needed) during approved work hours is required.

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).