Job Description

Welcome to Sealed Air, Where Innovation Meets Impact! Are you ready to be part of a team that doesn't just dream about a sustainable future but actively creates it? At Sealed Air, we're pioneering packaging solutions that revolutionize industries while minimizing environmental impact. Join us, and together, we'll redefine the way the world thinks about packaging.

Are you a proactive problem-solver with a passion for delivering exceptional customer experiences? As a Customer Service Partner , you will play a vital role in managing customer interactions, ensuring seamless order processing, and resolving inquiries with professionalism and efficiency. Your ability to build strong relationships, provide expert guidance, and navigate complex service requests will make a direct impact on customer satisfaction and business success. If you have 3 to 5 years of experience in a customer service role and thrive in a fast-paced environment, this is an exciting opportunity to grow your career with a company that values excellence and collaboration.

RESPONSIBILITIES

• Build relationships with key customers and utilize that relationship to manage requests from the customer for mutual benefit.
• Handle all incoming communications dealing with Customers’ needs and expectations in line with procedures, and according to departmental KPIs.
• Act as a point of reference for the Sales Teams for all issues relating to the order process and distribution.
• Attend meetings to identify ways we can improve the service we offer to both internal and external Customers and to communicate Customer Service KPIs and strategy.
• Communicate with Account Managers (by email/phone/in person), enabling complete visibility of key Customer issues.
• Record, take ownership and resolve Customer complaints in line with company KPI’s. Where necessary co-ordinate activities with other departments to ultimately ensure complete Customer satisfaction.
• Continuously identify and resolve the root cause of errors to prevent reoccurrence.
• Attend all relevant training courses in order to develop skills and increase knowledge of Sealed Air’s products required to carry out role.
• Assist with other areas of the business as required, providing backup support for team members when necessary.
• Play an active role in company change process through positive communication to internal and external Customers.
• Work with the team to make recommendations and implement improvements to both our existing processes and for communication with customers and other departments.
• Keep the Supervisor up to date with account progress, product and range development, problems and issues with any area of customer services, to ensure the customer receives the best services we can offer.

QUALIFICATIONS

• High School Diploma or equivalent required. Associate / Bachelor’s degree or equivalent work experience preferred.
• 3 to 5 years relevant work experience in a Customer Service function preferred.

REQUIRED SKILLS

• Accurate Keyboarding skills.
• High Speed Internet access for work from home capabilities when such work is permitted or allowed.
• While this position is deemed to be flexible, employees are required to work at their assigned office location as requested for in person meetings, trainings, and collaboration as an essential function of the job.

PREFERRED SKILLS

• Able to travel for short periods of time, intrastate/interstate/overseas.
• Excellent organizational, prioritization and multi-tasking skills.
• Computer literacy (SAP, Microsoft Office, Gmail and Google docs).
• Flexible with work hours – there will be a requirement to cover different time zones.
• Ability to adapt to change and handle change easily.
• A team player with a friendly disposition and high energy.
• Exceptional written and verbal communication skills, with the ability to build relationships by phone & email.
• Calm & rational thinker able to work under pressure to strict timelines.
• Able to manage internal/ external customers who are under stress.
• Willingness to learn and high attention to detail.
• Self-motivated, ability to take on additional responsibilities as required and work with minimal supervision.
• Desire to challenge current processes for improvement.
• Strong analytical skills, adept at problem solving and managing escalations.

All qualified applicants will receive consideration for employment without regard to race, age, color, religion, sex, national origin, disability or protected veteran status.

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