Customer Care Representative

This is a fully remote position, open to applicants in New Jersey, +1 more state.

📋 Description

• Process and manage customer purchase orders received via web-based platforms, email, EDI, or fax from initial receipt to invoicing.

• Address customer inquiries regarding order status, service requirements, pricing, documentation, and invoicing.

• Deliver prompt solutions and alternative options to customer challenges.

• Monitor customer orders, service levels, and order trends.

• Identify and implement enhancements in account management and processing.

• Initiate Customer Initiation Orders (CIOs), Transfer Invoices for Customer Service (TICS), and return authorizations.

• Assist in resolving customer deductions.

• Support customer requirements across various product lines and processes.

• Foster and maintain strong partnerships with customers.

• Lead projects and team initiatives while also training and mentoring new team members.

• Execute special projects as assigned by leadership.

• Develop and sustain order reports covering pricing, inventory, shipping, delivery, and invoicing issues.

• Ensure the proper handling of new projects, items, graphics, print, labeling, and changes.

• Support legal, sales, and contractual commitments.

• Coordinate with transportation, supply chain, and plant operations to meet customer service expectations.

• Learn and utilize customer-specific software applications and online portals.

• Report directly to the Customer Care Supervisor.

⛳️ Requirements

• 2–3 years of experience in customer care or a related field.

• College degree is preferred.

• Six Sigma Certification is advantageous.

• Strong ability to communicate clearly and professionally, both verbally and in writing.

• Demonstrated capability to implement internal process improvements that positively affect service levels.

• Independent decision-making skills with the ability to make data-driven choices through thorough analysis of facts and historical data.

• Detail-oriented with robust organizational skills.

• High-level communication, listening, analytical, and team-building abilities.

• Capacity to maintain professionalism under pressure.

• Ability to work from home with access to high-speed internet and cell phone service.

• Designated area within the employee’s home for work purposes.

• Regular connectivity through phone, email, and instant messaging during designated work hours.

• Must possess authorization to work in the United States.

🏝️ Benefits

• Medical, dental, and vision insurance plans.

• Flexible time off, starting at 80 hours of paid time annually for full-time salaried employees.

• Company-paid holidays beginning at 8 days per year, varying by location.

• Wellbeing program and Employee Assistance Program.

• Health Savings Account and Flexible Spending Account options.

• Life insurance, Accidental Death & Dismemberment (AD&D), short-term and long-term disability, and optional benefits.

• Paid Parental Leave.

• Retirement Savings Plan with company match.

• Tuition Reimbursement (subject to approval).

• Discretionary annual bonus program (initial eligibility based on hire date).

• Potential eligibility for Amcor’s Management Incentive Plan or Sales Incentive Plan annual bonus program.

• Work-from-home arrangement.

• High-speed internet and cell phone service for remote work.