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 I LinkedIn I Glassdoor I Facebook I YouTube
Job Overview
Reporting to the Quality Manager, incumbent will work with cross functional teams to create a service model for Customer Complaint resolution to support all required compliance initiatives. Main focus of this role is to champion customer related quality activities ensuring the established systems satisfy internal and customer specifications and regulatory requirements.
Job Dimensions
Process: Quality system improvement
Customer: Site leadership teams and all personnel
Principal Accountabilities
- Establish and maintain sound relationships with QM, quality teams and cross functional personnel
- Engage with CAM (Customer Service), operations, IT and engineering personnel to identify system and compliance gaps with proposed resolutions
- Work with operations and other teams to investigate and determine corrective actions related to customer complaints
- Works very closely with commercial teams and Account Managers on customer related issues
- Ensure that quality systems satisfy and meet at all times all customer specifications, internal and regulatory requirements (ISO, GMP, FDA)
- Participate in internal and customer related quality activities
- Engage in customer and third party visits and audits
- Responsible for investigating and implementing corrective actions related to customer audit findings
- Review customer specifications and sign off
- Develop quality control plan for products as required
- Demonstrate quality performance by trending and tracking
- Analyze data and present to the site management teams to identify quality improvement projects and focus areas
- Reduce internal quality issues to meet and exceed set targets
- Engage in risk assessment process; identification, control and management utilizing risk assessment tools such as FMEA
- Support new product and line launches by working with Sales and Marketing, Engineering and Product Development
- Establish a comprehensive service model for customer complaint resolution
- Participate in CAPA steering committee and lead assigned CAPA and continuous improvement activities.
- Utilize Six Sigma tools and participate in Kaizen events to create improvement and permanent positive change.
- Engage personnel in problem solving and risk assessments
- Champion, facilitate, participate in projects as assigned
- Follow Amcor policies and procedures at all times with ethical behaviour that delights co-workers, suppliers and other interacted parties
- Work safe and encourage all employees to work safe as well
- Communicate immediately quality issues that bear high risk to the business and customer
- Treat all co-workers with respect and integrity, valuing inputs and feedbacks
- Ensure best practices are identified and shared among Amcor sites
- Identify and communicate effective and efficient risk elimination/mitigation models practiced at Amcor sites
- Meet and exceed target of customer credit dollars
- Meet Customer Complaint closure rate of 95% within 30 calendar days
- Decrease number of customer complaints to meet and exceed current target
- 100% safety record
Knowledge and Experience
- 3+ years relevant working experience in Quality
- Previous experience in operations, process engineering and/or process control preferred
- Knowledge and hands on experience in implementing and maintaining quality system standards (ISO 13485 and ISO 9001)
- Knowledge of the packing industry is preferred
- Knowledge of Medical Device and Pharmaceutical packaging is preferred
- Knowledge of Quality System Software and Quality Engineering tools
- Experience with Lean Manufacturing, Six Sigma processes and tools is preferred
Education and Certifications
- University degree in Engineering; Industrial or Packaging Engineering degree
- Six Sigma Green Belt; Certified Quality Engineer through ASQ preferred
- Strong computer skills in Excel, Word, PowerPoint, Minitab & Lotus Notes
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
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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CompensationThe starting salary for this position is expected to be between $112,800 to $155,100 depending on job-related knowledge, skills, and experience. Base pay information is based on national averages and a geographic differential may be applied based on work location. Position may also be eligible for Amcor’s Management Incentive Plan / Sales Incentive Plan, which is an annual bonus program based on business and individual performance, as well as medical coverage and other health and welfare benefits. The salary range provided reflects the anticipated starting salary base pay for this role at the time of this posting and does not necessarily reflect full earning potential over the course of employment. This range is applicable to positions performed in jurisdictions with pay transparency requirements, including CA, CO, CT, HI, IL, MD, MA, MN, NV, NJ, NY, RI, VT, WA, Washington DC, as well as remote roles that may be performed in these locations. Compensation for roles performed outside of these jurisdictions may vary. The Company reserves the right to modify this range at any time.BenefitsWhen 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 8 days per year and may vary by location
Wellbeing program & Employee Assistance Program
Health Savings Account/Flexible Spending Account
Life insurance, AD&D, short-term & long-term disability, and voluntary benefits
Paid Parental Leave
Retirement Savings Plan with company match
Tuition Reimbursement (dependent upon approval)
Discretionary annual bonus program (initial eligibility dependent upon hire date)
Skills Required
- 3+ years of relevant quality experience
- University degree in Engineering, preferably Industrial or Packaging Engineering
- Knowledge and hands-on experience implementing and maintaining ISO 13485 and ISO 9001 quality systems
- Knowledge of quality system software and quality engineering tools
- Strong computer skills in Excel, Word, PowerPoint, Minitab, and Lotus Notes
- Experience in operations, process engineering, and/or process control
- Knowledge of the packaging industry
- Knowledge of medical device and pharmaceutical packaging
- Experience with Lean Manufacturing, Six Sigma processes, and tools
- Six Sigma Green Belt certification
- Certified Quality Engineer certification through ASQ
What We Do
A global leader in developing and producing responsible packaging for food, beverage, pharma, 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 light-weighted, recyclable and reusable, and made using an increasing amount of recycled content.
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