Sales Support Specialist

Overview

 

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

Responsibilities

This role is focused on performing transactional activities supporting customer service, sales operations, and finance to ensure proper systems recording of customer returns, new items set-up, sample requests, and quoting new items. This role will work alongside with the Customer Care Specialist to ensure flawless communication to the customers. The Sales Support Specialist may also be responsible for managing small to mid-tier accounts and servicing of those customers orders on-time and in-full.

 

 

Key Accountabilities

1. Order Entry-Ensures customer order is encoded (Automatic or Manual) accurately and on-time. Evaluates order quantity versus set minimum requirements.2. Customer Incident Tracking – With the use of TICS (Tracking Incident Complaint System), process customer complaints such as invoice disputes, short deliveries, and/or returns to ensure timely and proper resolution for the customer.3. New Item Creation – Facilitates creation of new finished goods item. This role also coordinates with the cross-functional team members for a timely completion of master data. Completion of this process would ensure the item would flow through the system from customer order entry to final invoice.4. Sample Requests – Based on quantity and product line, enter request through applicable channel, Sample Lab or Plant. This role ensures timely production and shipment of samples to the requestor.5. Quoting – Determine if request is eligible for quoting (not previously quoted to another supplier) and quantity meets MOQ (minimum order requirement). Through Quote App, enter all product details, annual volume, bapplicable fees, MOQs, and any additional tooling required for accurate pricing levels.6. Regulatory, Specs, and Drawing Requests: Determine appropriate regulatory, specs, and drawings to retrieve and/or submit as requested by the customer.7. ITrade – When required, maintains and troubleshoots EDI (Electronic data interchange) connectivity with customers within the order to cash process. Working to minimize repeatable errors by working with customer care and other areas as needed.

8. Customer Portal Maintenance – When required, this role is the point of contact for assigned external customer and third party online portals to provide accurate and up to date information to customers related to product inquires, returns, credits, and general inquiries.9. Global Data Synchronization Network – When required, works closely with product line management, marketing, sales, and customer care to maintain Global Data Synchronization Network (GDSN) item attributes through OneWorldSync Portal. Perform new item upload and maintenance of existing items in the OneWorldSync Portal to meet GDSN requirements as outlined by existing and potential customers.

 

Additional Responsibilities not to exceed 30% of workload: Order Acknowledgement, Order Status Communication, Demand Management and Control, Order Fulfillment Process Improvement and Service Risks Mitigation.

 

Performance Measures: Success of this role will be measured by the following metrics...1. TICS Item turnaround time2. New Item Creation turnaround time3. Sample Request turnaround time4. Quoting turnaround Time5. Order Entry Accuracy

Qualifications

• Bachelor’s Degree or Associate’s Degree Preferred in Management, Sales, Marketing, or Supply Chain • 1-2 years’ experience in customer service in a fast moving consumer or manufacturing environment• Strongly preferred 1-2 years’ experience working with ERP, Portals, and other Data Encoding and Interchange software• Proficiency in gathering, analyzin