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Customer Service Specialist (Fixed-term employment contract)

LOCATION: 

Passirana di Rho, Milan, IT, 20017

REQ ID:  36749

Sealed Air is in business to protect, to solve critical packaging challenges and to make 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.

Job Summary:

Acting as a key bridge between the customer and our internal organizations, the Customer Service Partner is responsible for processing customer orders and providing outstanding customer service, consistently meeting or exceeding their expectations within the scope of Sealed Air business processes.  

 

Key Deliverables:

  • Managing all customer contact with professionalism and efficiency in line with agreed company standards.
  • Processing all internal and external orders (telephone/Email/fax/EDI)
  • Investigating and providing solutions for customer queries using the complaint management system.
  • Peforming day to day job responsibilities in a manner that promotes customer satisfaction
  • Developing and maintaining strong working relationships with customer and internal/external stakeholders including: Sales teams, CS Management Teams, Credit Control and Master Data teams, Pricing teams, Production teams, Logistics teams, and Warehousing teams. 

 

Day to day responsibilities include but are not limited to: 

  • Order Management:
    • Processing all orders efficiently, accurately and in line with policies and procedures and advising customers of any changes that will impact the customers experience, expectations, and satisfaction/
    • Providing reporting to ensure that the order to payment process is fulfilled
    • Promoting and expanding the sales of the company’s products through up-selling and cross-selling new products/services
  • Complaint Resolution:
    • Resolving customer complaints in line with company KPI’s and recommending preventive corrective action to prevent reoccurence when possible to improve processes and ensure customer satisfaction
  • Customer Management:
    • Building strong relationships with key customers and utilising that relationship to manage requests from the customer for mutual benefit
    • Handling all incoming customers calls and managing needs and expectations in line with the call evaluation guide (and according to departmental KPIs)
  • Sales Support
    • Acting as a point of reference for the sales teams for all issues relating to order process and distribution
    • Attendinb relevant sector meetings to identify ways we can improve the service we offer to both internal and external Customers
    • Communicating with Account Managers (by email/phone) and providing visibility into key customer issues    
  • Other Tasks:
    • Attending all relevant training courses in order to develop skills and increase product knowledge required to be successful in the role
    • Assisting other areas of the business as required, providing cover where necessary.
    • Playing an active role in company change process through positive communication to internal and external customers.
    • Ensuring a safe working environment at all times by adhering to company Health & Safety policies.

 

 

What are we looking for?

 

  • Essential work experience:
    • 3+ years of directly related work experience and a proven track record of working in an inbound and outbound customer service environment
    • Prior experience of consistently maintaining accuracy whilst working within a highly pressurized environment
    • Ability to communicate effectively internally and externally 

 

  • Beneficial work experience would include:
    • Working knowlege of food and product care markets, flexible packaging industry, and/or familiarity with the Sealed Air marketplace, sales teams, our products and services
    • Prior experience using SAP is a plus

Why work at Sealed Air?

 

  • We are committed to have a diverse and inclusive culture.
    • Our over 16K employees are located in over 56 countries and territories globally, representing a  broad diversity of cultures, languages, ethnicities, genders, and races.
    • We continuously strive to improve our workplace diversity in many ways and to understand and ultimately achieve a supportive, inclusive culture across the globe.

 

  • We are invested in developing our people.
    • Sealed Air invests in the development of its people through a number of initiatives such as an online learning portal, role-specific technical skills training, management and leadership training, executive succession planning, tuition reimbursement benefits, and early career rotation programs. 

 

  • We offer competitive compensation and benefits programs.
    • We are committed to be externally competitive, internally equitable, and to differentiate rewards based on performance.
    • We review our compensation and benefit programs around the world ensuring they offer market-competitive compensation and meaningful benefits.
    • We believe that investing in our employees results in increased engagement, satisfaction, and retention, which in turn, supports the achievement of our business strategy to be a high-performing, world-class company. 
       

Requisition id: 36749 

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.

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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.


Job Segment: ERP, Logistics, Supply, SAP, Customer Service, Technology, Operations

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