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Customer Service Team Lead, Venturina

Il y a 3 mois

Gent, Flandre, Belgique Amcor Temps plein
Customer Service Team Lead, Venturina & Gent

Location:
Venturina, IT

  • Gent, BE
    Function:Operations/Production/Manufacturing
    Parttime or Fulltime:Full-Time
    Job Type:Employee
    Workplace type:On site
    Join Amcor and you can be part of the team that makes the packaging of the future better for people and our planet.


Here at Amcor, we work together every day to make a positive impact on the lives of millions of people across the globe by providing packaging for essential products, including food, beverages, pharmaceutical, medical, home and personal care.

We are sustainability leaders in our industry, and we were the first global packaging company to commit to making all our products recyclable or reusable by 2025.

In addition, our products play a vital role in a circular economy as we are working toward 30% recycled material across our portfolio by 2030, and we are one of few packaging companies committed to using science-based targets and achieving net zero emissions by 2050.

We are always looking for talented and passionate individuals who are motivated to make a difference.

Working at Amcor means you will have a unique opportunity to be a part of an organization that is committed to innovating and driving new solutions to create more sustainable packaging solutions.


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 decisionmaking 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 & Scope

INTERNAL AND EXTERNAL RELATIONSHIPS

Internal - Origination / Supply chain (including planning and logistics) / Technical / Internal Sales / Commercial and Amcor Management team.
-
External
  • Customers / External Sales / Suppliers
    KEY 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 customercentric 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/Requirements

1- Formal Qualifications and Experience

  • Over 5 years of customer service experience, ideally within a manufacturing environment.
  • Exceptional communication skills in English; proficiency in Italian for the Venturina location and Dutch for the Gent location.
  • Bachelor's degree in Business or equivalent professional experience.
  • Strong Excel skills and ERP system knowledge.
  • Team management experience is 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