Customer Service Lead

vor 4 Wochen

Kreuzlingen, Schweiz Amcor Vollzeit

Customer Service Lead

**Location**:Kreuzlingen, CH**Function**:Operations/Production/Manufacturing**Part-time or Full-time**: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.

**Customer Service Lead**
- **BG and BU**: Healthcare
- **Location**: AF Kreuzlingen, Swizerland - on site
- **Function**: Operations - Customer Service
- **Line Manager**: Customer Service Cluster Manager Pharma
- **Contract Type**: Permanent

**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. Where required, the Team Lead will be expected to manage a selected portfolio of accounts.
The 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 Team Lead 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 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 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**
- 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: 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 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**

**Qualifications

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