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Customer Experience Partner

Date: Dec 6, 2018

Location: Charlotte, NC, United States

Company: Sealed Air Corporation

Sealed Air Corporation is a knowledge-based company focused on packaging solutions that help our customers achieve their sustainability goals in the face of today’s biggest social and environmental challenges. Our portfolio of widely recognized brands, including Cryovac® brand food packaging solutions and Bubble Wrap® brand cushioning, enable a safer and less wasteful food supply chain and protect valuable goods shipped around the world. Sealed Air generated $4.5 billion in sales in 2017 and has approximately 15,000 employees who serve customers in 122 countries. To learn more, visit www.sealedair.com.

Job Description

 

 

To process all orders efficiently, accurately including special instructions and in line with policies / procedures and advise Customer of any changes or impact on the Customer’s expectations of what they will receive and when (shortages, price / SKU discrepancies).  To run and follow up on the Day-In-The-Life 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.

 

 

Responsibilities

 

 

  • 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
  • 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.
  • 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.
  • Sealed Air’s products required to carry out role.
  • 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.

 

 

Qualifications

 

 

REQUIRED  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.
  • Accurate Keyboarding skills.
  • High Speed Internet access for work from home capabilities.

 

 

BASIC  QUALIFICATIONS

 

  • Able to travel for short periods of time, intrastate/interstate/overseas.
  • Excellent organizational, prioritization and multi-tasking skills
  • Computer literacy (SAP/JDE, 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.

 

 

Requisition id: 26358 

Relocation: [[filter4]] 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability or protected veteran status. Sealed Air participates in the E-Verify Program (US sites only).


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