Customer Service Partner

Position Summary

To process all orders efficiently, and accurately including special instructions and in line with policies/ procedures and advise Customers of any changes or impact on the Customer’s expectations of what they will receive and when (shortages, price / SKU discrepancies). To run and follow up on the Day-In-The-Life 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.

This role is based in Santa Fe Springs, CA and falls under our Flexible Workforce employee category. A minimum of two days per week is required during our core working days, which are Tuesdays, Wednesdays, and Thursdays.

While this position is deemed to be flexible, employees are required to work at their assigned office location as requested for in person meetings, trainings, and collaboration as an essential function of the job.

Pay Transparency: California (CA) has a starting pay rate of $25-$27 per hour. North Carolina (NC), South Carolina (SC), and Ohio (OH) have a starting pay rate of $23-$25 per hour.

Primary Responsibilities

• Build relationships with key customers and utilize that relationship to manage requests from the customer for mutual benefit.
• Handle all incoming communications 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 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/in person), enabling complete visibility of key Customer issues.
• 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
• 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 backup support for team members when necessary.
• Play an active role in company change process through positive communication to internal and external Customers.
• Work with the team to make recommendations and implement improvements to both our existing processes and for communication with customers and other departments.
• 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.

Required Qualifications

• High School Diploma or equivalent required.  Associate / Bachelor’s degree or equivalent work experience preferred.
• 3 to 5 years relevant work experience in a Customer Service function preferred.
• Accurate Keyboarding skills.
• High Speed Internet access for work from home capabilities when such work is permitted or allowed.
• While this position is deemed to be flexible, employees are required to work at their assigned office location as requested for in person meetings, trainings, and collaboration as an essential function of the job.

Additional Qualifications

• Excellent organizational, prioritization and multi-tasking skills
• Computer literacy (SAP, Microsoft Office, Gmail and Google docs)
• Flexible with work hours – there will be a requirement to cover different time zones.
• Ability to adapt to change and handle change easily.
• 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 who are under stress
• Willingness to learn and high attention to detail.
• Self-motivated, ability to take on additional responsibilities as required and work with minimal supervision.
• Desire to challenge current processes for improvement
• Strong analytical skills, adept at problem solving and managing escalations.