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Customer Experience Process Expert

LOCATION: 

Streetsboro, OH, US, 44241

REQ ID:  37861

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 Description

We have an immediate career opportunity for a Customer Experience Process Expert within the Customer Service organization for Automated Packaging Systems, a subsidiary of Sealed Air located in Streetsboro, OH. The Process Expert is a business partner to site leadership and supports, implements and executes tactical aspects of the Customer Service function to drive a world class Customer experience. This is a hybrid role with strengths in processes, training and people. The role provides the opportunity of exposure to other areas of the organization with potential future responsibilities.

 

  • Be a key player in the User groups, being the link between the Customer service groups and SEE organization in order to align processes/systems between departments and improve efficiency. 
  • Support, document and train on processes related to customer service (updating work instructions) and identify individual or team needs for refresher/additional training 
  • Customer service metrics, reporting and customer surveys 
  • Track, advise and provide feedback on customer communications related to the department 
  • Train and onboard all new employees in customer service processes and departmental requirements 
  • Support business/customer service team daily in current process or process improvements- attention to SAP migration
  • Represent customer service in any development (tool or process) where CS will be affected.
  • Assist in all Audits - internal, ISO, monthly audits, etc and additional requests from audit team or PWC- maintaining associated records
  • Benchmark with other Teams/Regions on Training documentation/classes for new/existing employees
  • Assist Customer Service Manager as needed - help drive cultural change and identify process improvement opportunities
     

Qualifications

  • Bachelor's Degree recommended or demonstrated equivalent experience in business or Customer Service 
  • 2 or more years with Supervisory experience
  • Ability to lead individuals through change
  • Strong interpersonal, written and verbal communication skills required
  • Ability to perform independently at a high level; self-directed, self-motivated. Multitask and realign priorities as needed
  • Proven ability to lead and influence individuals without direct reporting relationships
  • Demonstrated leadership with project management and business acumen skills
  • Ability to organize work tasks effectively, conceptualize, prioritize objectives, and exercise independent judgment based on an understanding of organizational policies and activities
  • Leadership/ Coaching skills - ability to provide effective and constructive feedback while jointly establishing clear expectations
  • Results focused - shows a documented track record of consistently using data based decision making to achieve desired results and accountable for actions
  • Proven influencing and negotiating skills
  • Proven ability to problem solve, work through issues with limited information, find efficiencies 
  • Strong organizational, project management, problem solving and decision-making skills.
  • Computer skills - strong technical capabilities in Word, Excel, Power Point, Power BI etc., future detailed work in SAP with upcoming implementation.
     

Requisition id: 37861 

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.

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.


Nearest Major Market: Akron
Nearest Secondary Market: Cleveland

Job Segment: ERP, Supply, SAP, Project Manager, Business Process, Technology, Operations, Management

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