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Customer Service Specialist

LOCATION: 

Aneby, SE, 578 32

REQ ID:  31825

Sealed Air is in business to protect, to solve critical packaging challenges and to leave our world better than we found it. Our portfolio of leading packaging solutions includes CRYOVAC® brand food packaging, SEALED AIR® brand protective packaging and BUBBLE WRAP® brand packaging, which collectively enable a safer, more efficient food supply chain and protect valuable goods shipped around the world. Sealed Air generated $4.8 billion in sales in 2019 and has approximately 16,500 employees who serve customers in 124 countries. To learn more, visit www.sealedair.com.

Job Description

 

Position Purpose:


The primary responsibility of the Customer Service Partner is to work as an integral member of the customer service team, to provide excellence in customer care and to move the business to a position of global strength through continuous improvement.
 
Principle Duties and Tasks:


Order Management
●    To process all orders efficiently, accurately and in line with policies and procedures.
●    Proactively advise Customers of any changes or impacts on their orders (date changes, quantity variations, price etc.) 
●    To run and follow up on various daily reports to ensure that the order to payment process is fulfilled.
●    Promote and expand the sales of the company’s products through up selling and cross selling.


Issue Resolution
●    Record, own and resolve Customer issues in line with company processes and 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


Customer Management
●    Proactively contact customers to discuss opportunities for improvement each quarter.
●    Build strong relationships with key customers and utilise that relationship to manage requests from the customer for mutual benefit.
●    To handle all incoming contacts dealing with Customers’ needs and expectations in line with procedures and KPIs.


Sales Support
●    Communicate with Sales Account Managers (by their preferred method), enabling complete visibility of key Customer issues.
●    Provide insights of any changes in customers purchasing habits to sales team
●    Act as a point of reference for the Sales Teams for all issues relating to the order process and distribution.
●    Attend relevant meetings to identify ways we can improve the service we offer to both internal and external Customers and to communicate Customer Experience KPIs and strategy.    

 

Other tasks
●    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 back up/cover where necessary. 
●    Play an active role in company change process through positive communication to internal and external Customers. 
●    To work with the team to make recommendations and implement improvements to both our existing processes and for communication with customers and other departments.
●    To keep the Customer Service Manager/Supervisor up to date with customers account progress, new product development, and problems and issues with any area of the customer experience, to ensure the customer receives an effortless experience.

•    Compliance with the company’s OHS policy and procedures, code of conduct, travel and entertainment policy and all other relevant company policies and procedures. 

•    Be an ambassador for the Sealed Air Vision, Mission and Values
 

Qualifications

 

KNOWLEDGE / COMPETENCY

 

  • Demonstrates self-awareness
  • Takes on new opportunities and tough challenges with a sense of urgency and maintain a positive attitude.
  • Instils trust by gaining confidence of others
  • Able to build strong customer relationships and deliver customer-centric solutions
  • Capable of building collaborative relationships with internal stakeholders
  • Able to multi-task, prioritise and be comfortable with rapid change
  • Attention to detail and high levels of accuracy
  • Self-motivated with a willingness to learn, ability to take on additional responsibilities as required 
  • Have the ability to balance opinion in meeting the expectations of our customer and business requirements.
  • Set/understand expectations and follow through on commitments made

 

EXPERIENCE / SKILLS

 

  • Strong written and verbal communication skills in both English and Swedish
  • Preferred 2 years prior Customer Service Experience 
  • Experience in order and complaint management 
  • Capable of working in a dynamic team environment 
  • Calm & rational thinker able to work under pressure to strict timelines
  • Works within established procedures with a moderate level of supervision with an ability to make sound decisions by assessing each situation using standard procedures 
  • Able to identify root cause of issues, develop solutions and challenge current processes for improvement.
  • Computer Skills (SAP/ERP Systems, Microsoft Office 365)


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

 

Location: Aneby, Sweden.

 

High Speed Internet access at home is required to cover flexible working arrangements.

 

Requisition id: 31825 

Relocation: No  

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

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WHY WORK AT SEALED AIR?

It is our responsibility to leverage what we have to affect positive and meaningful change for our communities and planet using Sealed Air’s global resources and expertise.

  • Corporate sustainability. It’s about improving the lives of people around the world by addressing pressing needs in the communities where we and our customers operate.
  • Customer Success. Meeting our customers' needs. At Sealed Air it’s more than a goal, it’s an integral part of our business practices, our innovative solutions, and our values.
  • Leaving our communities better than we found them through dedication of time, talent and resources.
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