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Customer Service Specialist North America

LOCATION: 

Ciudad Juárez, CHH, MX, 32695

REQ ID:  40313

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 Description

A customer service representative at Sealed Air 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). 

Responsibilities

  • 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.
  • Assist with other areas of the business as required, providing backup support for team members where necessary.
  • Play an active role in the 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 coordinate activities with other departments to ultimately ensure complete Customer satisfaction.
  • Continuously identify and resolve the root cause of errors to prevent reoccurrence

Qualifications

  • Fully bilingual English / Spanish
  • ERP experience (SAP, Salesforce, etc)
  • Excellent organizational, prioritization, and multi-tasking skills
  • Flexible with work hours – there will be a requirement to cover different time zones.
  • 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.
  • Willingness to learn and high attention to detail.
  • Self-motivated, able to take on additional responsibilities as required.
  • Desire to challenge current processes for improvement
  • Strong analytical skills, adept at problem-solving and managing escalations.
  • Fully bilingual English / Spanish
  • ERP experience (SAP, Salesforce, etc)
  • Excellent organizational, prioritization, and multi-tasking skills
  • Flexible with work hours – there will be a requirement to cover different time zones.
  • 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.
  • Willingness to learn and high attention to detail.
  • Self-motivated, able to take on additional responsibilities as required.
  • Desire to challenge current processes for improvement
  • Strong analytical skills, adept at problem-solving and managing escalations.

Requisition id: 40313 

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.

LINK1   MON1

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.


Job Segment: Supply Chain, SAP, ERP, Customer Service, Operations, Technology, Bilingual

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