Share this Job
Apply now »

Customer Service Partner

LOCATION: 

Kettering, GB, NN16 8UN

REQ ID:  36179

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.

Who we are:

 

We are a knowledge-based company, delivering outcomes that create outstanding value for our customers. Industries around the world are at a turning point. Global megatrends such as population growth, urbanization, food, water and energy scarcity, labor and skills shortages, and climate change are forcing companies to approach their business strategies in new ways. Meeting these growing resource challenges demands more than just sustainable solutions. It demands practical answers forged from deep experience, nimble application, and creative ingenuity that constantly Re-imagine™ the possibilities. At Sealed Air, we partner with our customers to solve their most pressing resource challenges by delivering new solutions derived from our unmatched industry knowledge and expertise. These solutions create a more efficient, secure and less wasteful global food supply chain and enhance commerce through fulfillment and packaging solutions to protect the worldwide movement of goods. 

 

To learn more, visit www.sealedair.com.
 

What you'll do:

 

Responsibilities:

 

  • To provide outstanding Customer Service to both internal and external Customers, consistently meeting or exceeding their expectations within scope of Sealed Air processes.
  • To manage all Customer contact with professionalism and efficiency in line with agreed company standards.
  • To process all internal and external orders (telephone/Email/fax/EDI)
  • To process, investigate and resolve Customer queries using the complaint management system.
  • To constantly strive to improve processes and share working knowledge for the benefit of colleagues and Customers.
  • Work towards the achievement of all departmental KPIs
  • Work with Team and Team Manager to achieve company goals and objectives.

 

Key Job Tasks: 

 

  • 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.
    • To run and follow up on various 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 utilise 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 the call evaluation guide, 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 sector meetings to identify ways we can improve the service we offer to both internal and external Customers.
    • Communicate with Account Managers (by email/phone), enabling complete visibility of key Customer issues.
    • Ensure Account Manager is aware of immediate Customer issues or requests.    

 

Other Tasks:

 

  • Attend all relevant training courses in order to develop skills and increase knowledge 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 be responsible for the safe working of self and others, by ensuring adherence to company Health & Safety policies.

 

Key Interfaces:

 

  • Customers
  • Other teams within Customer Service
  • Customer Service management team
  • Credit Control / Master Data team
  • Pricing Team
  • Logistics and warehouse distribution
  • Demand Planning
  • Sales force and sales management
     

What we are looking for:

 

Essential Work Experience:

 

  • Proven track record of working in an inbound and outbound Customer Service environment
  • Experience of consistently maintaining accuracy whilst working within a highly pressurized environment
  • Experience of data processing

 

Beneficial Work Experience:

 

  • Knowledge of Sealed Air marketplace, sales teams, products and systems
  • Institute of Customer Service award or similar recognised qualification
  • SAP (Preferable) however full training will be provided 
     

Key Skills:

 

  • Excellent Customer management skills
  • Excellent communication skills at all levels
  • Excellent organisational skills
  • Excellent prioritisation of workload
  • Excellent Telephone skills
  • Good negotiation skills
  • Good working knowledge of Microsoft Office (Excel, Word and Outlook), Microsoft Internet Explorer 
  • Good attention to detail
  • Ability to build relationships with Customers and across the business

Competencies:

 

  • Organising
  • Time Management
  • Interpersonal Savvy
  • Customer Focus
  • Peer Relationships
  • Problem Solving
  • Listening
  • Integrity and Trust

Requisition id: 36179 

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.

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: ERP, Warehouse, SAP, Logistics, Customer Service, Technology, Manufacturing, Operations

Apply now »