at Amcor in Lecompton, Kansas, United States
Job Description
This role is focused on servicing customers order on-time and in-full. This role is responsible for ensuring timely order entry, timely order acknowledgement to the customers, timely load creation for carrier planning, proactive communication to customers on order status, and timely invoicing. Customer Care Specialist is responsible for managing our mid-tier to large customer accounts.
Key Accountabilities
1. Order Entry - Ensures customer order is encoded (Automatic or Manual) accurately and on-time. Evaluates
order quantity versus set minimum requirements. Evaluates requested delivery dates/ship dates versus
published lead time. Ensures customer alignment on order lead time.
2. Order Acknowledgement – Ensures orders are acknowledged and communicated back to the customers within
24 hours. If process is via Auto Acknowledgement, ensures all information communicated are accurate and
realistic. Managing customer expectation in this step is very critical in satisfying customer needs.
3. Order Status Communication – Generates or/and analyzes open order reports. Evaluates and confirms ship
dates with the plant and shipping teams then communicate to customers at least 1 week ahead of the ship date.
Responsible for keeping the customer informed of status of the order ahead of time ensuring customer would
have enough time to change/alter order to mitigate negative situation.
4. Demand Management and Control - Works very closely with the Plant Schedulers to ensure demand signal is
understood in developing a cost-effective shop floor schedule.
5. Order Fulfilment Process Improvement – Responsible for finding process improvement opportunity to simplify
day-to-day routine freeing up more time communicating with customers.
6. Service Risks Mitigation – Responsible for determining and escalating service risks and issues through proper
channels in seeking resolutions and mitigation plans.
Additional Responsibilities not to exceed 30% of workload: New Item Requests, Quote Requests, Customer Incident Tracking (TICS), Sample Requests, Requests for Specs, Drawings and Regulatory Documents.
Performance Measures: Success of this role will be measured by the following metrics...
1. Past Due Orders Trend and Goals
2. Manual vs Automatic Order Entry
3. Order Acknowledgment Turnaround Time
4. Load Building Turnaround Time
5. On-time and In-Full Delivery
6. Order Entry Accuracy
7. Customer Scorecard and Performance Feedback
