Customer Care Manager

Job ID

2025-37527

Position Type

Regular Full-Time

Category

Customer Service

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 | LinkedIn | YouTube

• Responsible for customer satisfaction, ensuring policies and procedures balance to satisfy customer needs and support organizational goals.
• Manages, motivates, communicates job expectations, and ensures training is in place for all Customer Care Representatives.
• Develops and documents training protocols and implements customer care strategies to improve quality of service.
• Enforces company policies and procedures along with supporting continuous improvements to optimize manual processes through automation.
• Responsible for ensuring department accuracy, monitoring data, and supporting set activities to reach goals.
• Facilitates open communication within and among team members.
• Proven leadership experience and ability to motivate and inspire employees to facilitate outstanding customer experiences.
• Knowledgeable of multiple product lines with cross-functional connections to support business needs.
• Liaison between departments to support customer needs, including sales, logistics, supply chain, manufacturing, and ops.
• Improve customer service results by evaluating and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing change.
• Participates in the periodic review of employees for performance and salary evaluation.
• Advanced understanding of all related systems and departments as they pertain to Customer Care, Sales, Pricing, Operations, Scheduling, Shipping, Manufacturing and Credit.
• Performs special projects as assigned by Directors or VP implementing customer-facing service and e-commerce solutions.

• Bachelor’s degree or minimum of 7+ years management experience hiring, mentoring, and developing a high-performing organization.
• Strong managerial skills including problem solving and conflict resolution; ability to lead large team of employees
• Excellent communication skills; written, verbal and interpersonal skills
• Strong time management, organizational, analytical, multi-tasking, and decision-making skills
• Position requires ability to work independently and as part of a high-performing team with emphasis on accuracy and details
• Proficient with Microsoft Office applications and presentations
• Experience pulling and analyzing data in Cognos, JDE World Writer, Power BI and Tableau is preferred Strong understanding of ERP systems

Travel maybe be required

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.