Sr Customer Care Rep

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 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 their team members so that 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 with the use of independent judgment and personal initiative. Maintains a professional relationship with internal and external departments for order completion. Have 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 customers’, internal and external, inquiries related to order status, pricing, shipping status, POD’s and invoicing in a timely manner.  Contacts customer and or sales representative promptly with resolution to problems and or alternatives.  Monitoring customers' order patterns and service levels, taking action as necessary to implement improvement. Initiates requests for CIO’s/Tic’s 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. Education/Skills/Experience: 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 Position requires the ability to work independently and as a team player. Proficient with Microsoft Office applications, presentations, typing 50-60 wpm and basic office equipment Advanced