Customer Service Supervisor

Job Summary

The Customer Service Supervisor is directly responsible for leading and managing Customer Service Operations to achieve performance excellence in the delivery of outstanding service for our customers. You will be responsible for leading and developing a team of 3-15 Customer Service professionals.

This role is considered as a "flexible worker" which means that you are required to work on-site a minimum of two days during our core working days which are between Tuesday, Wednesday, and Thursday.  Other days are remote or WFH.  

Job Description

• Leads, manages and coaches their team, to Deliver an Effortless Customer Experience. Ensures meaningful professional development occurs for CS staff members to enable them to be high performers in their roles and/or able to develop career pathways throughout Sealed Air organization.
• Sets direction for CSPs including a commitment to constantly exceed the needs of customers. Clearly understands, communicates and executes Sealed Air’s World Class Customer Service vision and culture. Actively role models, promotes and reinforces SEE core values, strategic initiatives and code of conduct with CSPs
• Drive global initiatives in the region, such as Voice of the Customer, Business Continuity, Customer Service Excellence (CSE) training, and Reward & Recognition programs. 
• Actively partners with all divisions and functions in the spirit of ingenious collaboration to accomplish mutual goals to drive successful execution of business improvement and innovation initiatives and support corporate goals
• Effectively lead change management programs and initiatives in the region to improve commercial value-add of customer service activities in the region supporting SEE competitive advantage
• Utilize the Global KPIs for Customer Services, to ensure the CSP’s receive the coaching and training they need to meet/exceed expected performance levels, with actions and programs aimed at continuous improvement.
• With regional Director of Customer Services, management of customer service expense budget
• Build relationships through positive communication with all stakeholders – internal and external and works to leverage the collective resources of the function to optimize customer satisfaction and value to Sealed Air.
• Strive for excellence in exhibiting the Sealed Air leadership behaviors and promoting a winning performance culture

Qualifications

• High level of computer literacy & knowledge of Enterprise Systems (SAP)
• Recognized significant accomplishments in previous roles including exemplary leadership.
• Ability to travel occasionally within the region.
• Strong empathy for customers.  Dedicated to high levels of customer service and meeting the needs of external and internal customers.
• Comfortable operating with some ambiguity within a matrix environment and potentially conflicting priorities to deliver overall best outcomes.
• Superior communication skills effective at all levels of a diverse organization. Demonstrated ability to work effectively with other functions & divisions in an interdependent organization to develop and achieve common goals.
• Leadership skills with proven record of successfully coaching individuals and teams to strengthen the organization
• A passion for developing and motivating individuals to achieve their potential
• A positive passion for leading change management.
• Solid process and project management skills.  Understands complex workflows and has the ability to find ways to simplify them.  Knows how to efficiently organize people and activities, set priorities and maintain focus accordingly.
• Strategic Agility and ability to adjust to effectively deliver required results
• Business acumen to understand commercial drivers to financial success
• Good analytical and problem-solving skills
• A proven track record of meeting/exceeding goals