Customer Service Partner

Job Description

Order Management

• To process all orders efficiently, accurately and in line with policies and procedures and advise Customer of any changes or impact on the Customer’s expectations of what they will receive and when (shortages, price/SKU changes).
• To run and follow up on various control 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.

Complaint Management

• 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

Customer Management

• 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.

Sales Support

• 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.

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 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 department leader up to date with account progress, product and range development, and problems and issues with any area of customer services, to ensure the customer receives the best services we can offer.

Qualifications

• Minimum 2 years prior Customer Service Experience or university degree
• Fluent in business language of customer, with strong written and verbal communication skills.  If this is not English, additionally English language skills are an advantage
• Experience in order and complaint management 
• Capable of working in a dynamic team environment
• Works within established procedures with a moderate level of supervision with an ability to make sound decisions by assessing each situation using standard procedures 
• Identifies problems and relevant issues in straightforward situations
• Computer Skills, preferably with experience in Gmail and google docs and Microsoft Word/Excel
• SAP / ERP/ACCPAC system knowledge preferred
• Flexible with work hours – if required to cover different time zones/holiday calendars