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Customer Service Digital Support Analyst

LOCATION: 

Charlotte, NC, US, 28208

REQ ID:  41224

Sealed Air designs and delivers packaging solutions that protect essential goods transported worldwide, preserve food, enable e-commerce and digital connectivity, and help create a global supply chain that is touchless, safer, less wasteful, and more resilient. 

Our people are entrepreneurial innovators and problem solvers committed to bringing unique insights and solutions to the needs of our customers, stakeholders, and society. At SEE, we are creating a community of inventors, problem solvers, and future makers that are passionate about fulfilling our purpose.

Sealed Air generated $5.5 billion in sales in 2021 and has approximately 16,500 employees who serve customers in 114 countries. To learn more, visit www.sealedair.com.

Job Summary

The primary responsibility of the Digital Support Analyst is to drive a World Class Customer Experience through direct support of Sealed Air’s digital and integrated systems tools and processes, focusing on creating a low effort for our Customers and Internal Partners

Job Description

  • Provide day-to-day support for Digital Interfaces, Customer self-service, eCommerce and integrated systems in Sealed Air’s North American Customer Contact Center; focusing on the customer facing digital assets and integration tools.  Support for other Global CS initiatives, expansion, and growth 
  • Provide Digital training support for Customers, Customer Service, and Sales.  Provide Feedback for Marketing and IT related to required content and maintenance for new digital platforms that are introduced 
  • Works with CS Digital Director to utilize systems metrics regarding compliance and performance.
  • Responsible for the set up and maintenance of customer profiles for EDI and other Digital platforms including eCommerce
  • Maintain SAP and other enterprise system tables and user profiles to assure accurate, reliable, and secure electronic order processing and queries.  
  • Ensure system and user account integrity for designated users.
  • Provide direct support to Customer Service and external customers in resolving day-to-day Digital and Integrated systems issues
  • Develop and manage user acceptance testing processes and procedures for modifications and upgrades to Digital/Integrated processes, and for future SAP enhancements and rollouts. 
  • Document Digital/Integration processes and procedures related to systems support and upkeep
  • Assist the Global CS Digital Support team and Information Technology support teams with implementing Digital/Integrated platform software changes and updates.  
  • Assist with resolving system issues with 3rd party software providers.

Requirements

  • Bachelor’s Degree recommended or demonstrated equivalent experience in business, customer service, IT/Data Management, or marketing is required
  • This position will work with all areas of the company including IT, Sales, Marketing, Purchasing, Manufacturing, Logistics, Accounting, Graphics Services and direct customers.
     

Additional Qualifications

  • Excellent verbal and written communication skills, interpersonal skills, and the ability to inspire others are a must.
  • Experience with Digital tools.   Current with latest trends and research in B2B customer behavior and Digital Transformations
  • Experience with Business Testing for EDI integration including Purchase Orders, Order Confirmations, Invoices, ASNs, and Labeling
  • Understanding of an SAP Idoc structure preferred
  • Experience with OCR platforms such as Conexiom preferred
  • Professionalism, consistency, and thoroughness are required in interacting with internal and external customers.
  • Strong empathy for customers is a requirement. Excellent problem solving skills and reasoning abilities are required for quickly and effectively addressing customer needs.
  • Proficiency in Microsoft Office applications (Excel, Word, Powerpoint, etc.) and SAP
  • Must be detail oriented and possess strong database management skills. 
  • Ability to prioritize and manage multiple projects at one time
  • Must be able to deal comfortably with Customers and Sealed Air employees at all levels.
  • Must be able to understand and identify improvement opportunities in complex processes.

Requisition id: 41224 

Relocation: No  

The Company is committed to providing equal employment opportunities to all applicants for employment and to all employees, without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state or local laws.

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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.


Nearest Major Market: Charlotte

Job Segment: Logistics, Testing, Help Desk, Information Technology, Operations, Technology, Customer Service

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