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Sr. Customer Service Representative

LOCATION: 

Austin, TX, US, 78660

REQ ID:  39251

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 $4.9 billion in sales in 2020 and has approximately 16,500 employees who serve customers in 115 countries. To learn more, visit www.sealedair.com.

Summary

A Sr. Customer Service Representative at SEE IFS supports customers by providing helpful information, answering questions, and responding to complaints. They are the front line of support and they help ensure that customers are satisfied with products, services, and features.

Process all orders efficiently, accurately including special instructions and in line with policies and procedures.  Advise Customer of any changes or impact on the Customer’s expectations of what they will receive and when (shortages, price / SKU discrepancies). 

Job Description

 

  • Build relationships with key customers and utilize that relationship to manage requests from the customer for mutual benefit
  • To handle all incoming telephone calls 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
  • Ability to manage complex situations and sometimes contradictory information, to effectively solve problems by using existing precedents or procedures
  • Builds strong customer relationships and deliver customer-centric solutions with a strategic vision
  • Strong analytical skills, adept at problem solving and self-managing escalations
  • Attend relevant 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), enabling complete visibility of key Customer issues
  • Assist with other areas of the business as required, providing backup support for team member 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 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
  • 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

Qualifications

 

  • High School Diploma or equivalent required. Associate / Bachelor’s degree or equivalent work experience preferred
  • 5 to 7 years relevant work experience in a Customer Service function preferred
  • Accurate Keyboarding skills
  • High Speed Internet access for work from home capabilities
  • Able to travel for short periods of time, intrastate/interstate/overseas
  • Excellent organizational, prioritization and multi-tasking skills
  • Computer literacy (Syteline, Microsoft Office)
  • 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

Requisition id: 39251 

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.

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.


Nearest Major Market: Austin

Job Segment: Customer Service Representative, Supply, Supply Chain, Work from Home, Customer Service, Operations, Contract

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