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.
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Job Description
This individual administers the customer complaint and claims process utilizing SAP. The support can be in the form of key metric reporting, statistical analysis, process analysis, coordinating and expediting the flow of complaints and return authorizations for the division operation to maximize customer satisfaction.
This individual will be a key member of the Food Safety Team and will lead elements of the Food Safety program as assigned.
This position will provide ongoing analysis of business system information and provide key information to support effective and efficient Quality functions. This position has responsibility for ensuring process and data integrity and accuracy while working with cross functional areas to implement corrective actions. The role has the knowledge and abilities to perform the below responsibilities, including mid-level projects with a medium level of support.
WHAT YOU GET TO DO
- Put safety first in all responsibilities including awareness and adherence to all corporate and site environmental, health, and safety policies.
- Oversee administration of the Customer Complaint and Returns system for assigned plant. Serve as point person from initiation of complaint through resolution which ensures the necessary closed loop process.
- Lead efforts in compiling and generating key monthly quality reports which reflect claims metrics such as claims as a percent of sales; frequency, severity and response time for all division facilities.
- Monitor/audit and expedite complaint process stage gates which include receipt confirmation, disposition, root cause/corrective action, credit and closure.
- Audit root cause/corrective action for accuracy and necessary detail supporting the divisional quality managers.
- Audit the various quality reports for accuracy to ensure the business is obtaining consistent and relevant information for tracking and trending analysis.
- Assist customer service in the facilitation of complaint information to responsible department personnel.
- Develop queries (customer and internal) that provide statistical reports to include visual evidence of key performance measures.
- Administer external systems / forms as requested by specific customers including ICIX, QIMC and other customer specific complaint databases.
- Train other Quality Admin staff as required.
- Participate as a team member on improvement projects and food safety management efforts.
- Act as a backup resource to other Quality Admin staff as required.
- Work closely with business functions to develop, deliver, and maintain reporting and analysis related to quality management
- Present and communicate information to all levels of the organization
- Provide ad hoc reporting and analysis as requested
- Deliver accurate and timely quality metrics to key stakeholders within the plant
- Subject Matter Expert on Quality related System Processes and Reporting
- Support troubleshooting of systemic quality process issues and facilities resolution
- Lead quality/food safety projects and works collaboratively across the organization to identify and recommend ways to streamline processes and tools
- Analyze data to develop recommendations for process improvements to increase quality/food safety integrity
- Initiate, plan, and execute Quality Data maintenance activities while understanding the downstream impacts to all departments
- Maintain and develop standard work to support system controls and procedures to ensure integrity of the data used in reporting and decision-making
- Support knowledge sharing and knowledge transfer efforts
- Assemble training materials, train and rollout new system processes
- Leader in the quality system audit program and manages internal audit programs as required.
WHAT WE VALUE
- Strong analytical skills, detail oriented.
- Strong Flexibles packaging product knowledge.
- Excellent interpersonal and communication skills.
- Ability to work independently and as a member of a team.
- Acute sense of accountability and customer focus.
- Results orientation, multi-tasking and ability to respond to urgent needs and meeting deadlines.
- Demonstrated track record of professionalism and poise in dealing with external customers.
- Excellent organizational skills and the ability to work well both independently and as a member of a team.
- Strong knowledge of Microsoft Office including Word and Excel. Able to work with centralized databases such as SAP, SMS, etc.
- Key Competencies
- Results Orientation - Moderate
- Strategic Orientation – Low
- Collaboration & Influencing - High
- Continuous Improvement Mindset - High
- Customer Focus - High
- Business Acumen - Low
- Decision Making & Analysis - Moderate
- Compelling Communication - Moderate
- Planning & Organizing - Moderate
WHAT WE WANT FROM YOU
- A Bachelor’s Degree in quality or business or a closely related field or an equivalent combination of education and experience.
- Minimum 5 years of experience in customer service or quality related work in a manufacturing environment (preferably flexible packaging).
- Required: Strong and successful background communicating and working with external customers as well as internal stakeholders including Customer Service, Sales, Corporate Quality, Field Technical Services, Process Engineering, Warehouse, Planning and Production
- Lean Six Sigma Green Belt certification or a willingness to obtain such certification.
Our Expectations
We expect our people to be guided by The Amcor Way and demonstrate our Values every day to enable the business to win. We are winning when:
- Our people are engaged and developing as part of a high-performing Amcor team
- Our customers grow and prosper from Amcor’s quality, service, and innovation
- Our investors benefit from Amcor’s consistent growth and superior returns
- The environment is better off because of Amcor’s leadership and products
Equal Opportunity Employer/Minorities/Females/Disabled/Veterans/Sexual Orientation/Gender Identity
Amcor is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
If you would like more information about your EEO rights as an applicant under the law, please click on the "Know Your Rights: Workplace Discrimination is Illegal" Poster. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call 224-313-7000 and let us know the nature of your request and your contact information.
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Benefits
When you join Amcor, you will have access to a comprehensive benefits and compensation package that includes:
Medical, dental and vision plans
Flexible time off, starting at 80 hours paid time per year for full-time salaried employees
Company-paid holidays starting at 9 days per year and may be slightly higher by location
Wellbeing program & Employee Assistance Program
Health Savings Account/Flexible Spending Account
Life insurance, AD&D, short-term & long-term disability, and voluntary accident disability benefits are available
Paid Parental Leave
Retirement Savings Plan with company match
Tuition Reimbursement (dependent upon approval)
Discretionary annual bonus program (initial eligibility dependent upon hire date)