Job title:
Customer Service Team Lead, AF Venturina & AF Gent
Company:
Amcor
Job description
Job Details
- Position Job Title:Customer Service Team Leader
- BG and BU:Film & Foil
- Function:Customer Service
- Location:Venturina/ Gent
- Line Manager’s Job Title:Customer Service Manager
- Contract Type:Permanent
Job Purpose
- The primary role of Team Leader is to provide first line support for both the customer service and external sales teams within the business.
- The key focus will be the leadership, support, and motivation of the customer service team, in order to achieve the departmental KPI’s and targets, whilst maintaining a standard of excellence in the provision of customer service both internally and externally.
- Where required, the Team Leader will be expected to manage a selected portfolio of accounts.
- The Team Leader 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.
- The Team Leader will also be responsible for implementing required Business Group processes and guidelines.
Job Dimensions & ScopeINTERNAL AND EXTERNAL RELATIONSHIPSInternal – Origination / Supply chain (including planning and logistics) / Technical / Internal Sales / Commercial and Amcor Management team.External – Customers / External Sales / SuppliersKEY DELIVERABLES
- Lead the CS 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 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 team, plant functions and Plant General Manager
Principal Activities
- Lead, motivate and support the Customer Service Team
- Manage performance and development of team members
- 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: 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
- Evaluate and seek improvements to existing processes within the Customer Service Team
- Support the team in successfully integrating new business
Qualifications/Requirements1- Formal Qualifications and Experience
- 5+ years of experience in customer service, preferably in a manufacturing environment
- Excellent communication skills in English and Italian (Dutch – nice to have)
- Good excel skills, SAP and salesforce- nice to have
- People management/coordination experience
- Bachelor’s Degree in Business or Equivalent Study or Professional Experience
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 a global leader in packaging solutions for consumer and healthcare products. With industry-leading innovation capabilities, global scale and technical expertise, we help our customers grow and meet the needs of millions of consumers every day. Our teams develop responsible, more sustainable packaging in flexible and rigid formats across multiple materials. Supported by a commitment to safety, ~70,000 colleagues across ~140 countries bring our global capabilities to local customers and provide local access to global brands. Our work is guided by our purpose of elevating customers, shaping lives and protecting the future.
NYSE: AMCR; ASX: AMC | |
Expected salary
Location
Ghent, East Flanders – Venturina, Livorno
Job date
Fri, 18 Jul 2025 23:40:34 GMT
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