Remote BG Customer Service Transformation Analyst

Join Amcor and you can be part of the team that makes the packaging of the future better for people and our planet.

Here at Amcor, we work together every day to make a positive impact on the lives of millions of people across the globe by providing packaging for essential products, including food, beverages, pharmaceutical, medical, home and personal care. We are sustainability leaders in our industry, and we were the first global packaging company to commit to making all our products recyclable or reusable by 2025. In addition, our products play a vital role in a circular economy as we are working toward 30% recycled material across our portfolio by 2030, and we are one of few packaging companies committed to using science-based targets and achieving net zero emissions by 2050.

We are always looking for talented and passionate individuals who are motivated to make a difference. Working at Amcor means you will have a unique opportunity to be a part of an organization that is committed to innovating and driving new solutions to create more sustainable packaging solutions.

To find out more about our commitment to sustainability and about Amcor, visit www.amcor.com I LinkedIn I Glassdoor I Facebook I YouTube

Job Details

Position Job Title: Supply Chain Analyst

BG and BU: AFEMEA

Function: Operations

Sub-Function: Supply Chain/Customer Sevice

Location: Open location across Europe

Line Manager’s Job Title: Supply Chain Director CoE & Risk Management

Advertising Legal Entity*: Amcor Group GmbH

Work contract Legal Entity*: Amcor Group GmbH

Contract Length: Permanent

Job Purpose

We are seeking a skilled Business Analyst focused on enhancing customer service within our supply chain operations. The ideal candidate will have a strong background in both supply chain management and customer service improvement, utilizing data-driven insights to optimize processes and elevate the customer experience. This role will play a crucial part in aligning our supply chain and customer service operations with customer needs and expectations.

Job Dimensions & Scope

Staff: Number of direct reports: None

Principal Accountabilities

Main Responsibilities

Data Analysis & Reporting:

• Collect, analyze, and interpret supply chain & Customer Service data to identify trends, inefficiencies, and areas for improvement.
• Develop metrics and KPIs specific to customer service performance, tracking and reporting on these regularly.
• Conduct customer satisfaction surveys and gather feedback to understand pain points and areas for enhancement.
  
  

Project Management

• Lead and manage defined customer service transformation project streams, ensuring it is delivered on time, within scope, and within budget.
• Ensure successful execution of defined project deliverables within the workstreams.
• Develop and maintain detailed project documentation, including plans, risk assessments, and status updates.
  
  

Process Improvement:

• Collaborate with cross-functional teams to identify, recommend, and implement process improvements in supply chain/customer service operations.
• Conduct root cause analysis to identify issues and develop solutions to enhance productivity, reduce costs, and improve delivery times.
• Monitor the effectiveness of implemented changes and adjust strategies as necessary.
• Support the implementation of supply chain and customer service technologies and automation to improve process efficiency.
  
  

Stakeholder Management:

• Liaise with internal and external stakeholders, including suppliers, vendors, and logistics providers, to ensure seamless supply chain operations.
• Communicate findings, recommendations, and progress updates to senior management and other stakeholders.
• Develop strong relationships with key stakeholders to facilitate smooth project execution and problem resolution.
  
  

Results Achievement

• Ensure customer satisfaction
• Ensure Responsiveness, problem solving improvements and reduction of customer interruptions
• Support transparency to gain CS efficiency
• Ensure information sharing and effective dissemination
• Change and conflict management.
• Establish efficient partnership with other functions across BUs
• Support CI activities development and savings
  
  

Qualifications/Requirements

• Formal Qualifications And Experience
• University degree in Engineering or similar disciplines represented in SC
• 2+ years operational experience in Supply Chain and/or Customer Service
• Strong project management and change management skills
• Fluent in English
• Very good knowledge in MS Power BI
• ERP, MRP knowledge
• Specific Skills And Abilities
• Ability to influence, motivate and mobilize stakeholders and peers
• Result driven, focus on results and added value creation
• Proactive, with the ability to anticipate and motivated to create value
• Perseverance and resilience
• Self-motivated and highly adaptable to change
• Dynamic/curious/passionate
• Ability to think critically
• Ability to challenge and translate data
• Amcor Leadership Framework
  
  

The 3 Leadership competencies which will apply to all AFEMEA employees:

• Driving for Results
• Customer Focus
• Influencing Others
  
  

The Leadership competencies which will apply to Supply chain function:

• Organisational awareness
• Process management
• Business acumen
• Dealing with ambiguity
  
  

Amcor is a global leader in developing and producing responsible packaging solutions for food, beverage, pharmaceutical, medical, home and personal-care, and other products. Amcor works with leading companies around the world to protect their products and the people who rely on them, differentiate brands, and improve supply chains through a range of flexible and rigid packaging, specialty cartons, closures, and services. The company is focused on making packaging that is increasingly lighter weight, recyclable and reusable, and made using an increasing amount of recycled content. In fiscal year 2022, 44,000 Amcor people generated $15 billion in annual sales from operations that span 220 locations in 43 countries. NYSE: AMCR; ASX: AMC