Customer Service Partner

About the position
Sealed Air is seeking a Customer Service Partner to join our team in Charlotte, NC. This position is crucial for processing all customer orders efficiently and accurately, ensuring that all special instructions are followed in accordance with company policies and procedures. The Customer Service Partner will be responsible for advising customers of any changes that may impact their expectations regarding order fulfillment, including shortages or discrepancies in pricing or SKUs. This role requires a proactive approach to managing customer relationships and expectations, as well as a commitment to maintaining high standards of service. In addition to order processing, the Customer Service Partner will run and follow up on Day-In-The-Life reports to ensure that the order-to-payment process is completed smoothly. The role also involves promoting and expanding sales through up-selling and cross-selling initiatives. The position is primarily based at Sealed Air's Corporate Headquarters in Charlotte, but may also involve work at our Simpsonville, SC site. Employees are expected to work in the office at least two days a week during core working days, which are Tuesday, Wednesday, and Thursday. While the position is flexible, in-person attendance is required for meetings, training, and collaboration. The ideal candidate will build strong relationships with key customers, manage their requests effectively, and serve as a point of reference for the Sales Teams regarding order processes and distribution. The Customer Service Partner will also attend meetings to identify service improvement opportunities and communicate customer service KPIs and strategies. This role requires excellent communication skills, both written and verbal, to ensure complete visibility of customer issues and to resolve complaints in line with company KPIs. Continuous improvement is a key focus, and the Customer Service Partner will work collaboratively with other departments to enhance customer satisfaction and service delivery.
Responsibilities
? Process all customer orders efficiently and accurately, including special instructions and in line with policies and procedures.
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? Advise customers of any changes or impacts on their expectations regarding order fulfillment.
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? Run and follow up on Day-In-The-Life reports to ensure the order-to-payment process is fulfilled.
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? Promote and expand sales of the company's products through up-selling and cross-selling.
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? Build relationships with key customers and manage their requests for mutual benefit.
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? Handle all incoming communications regarding customer needs and expectations according to departmental KPIs.
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? Act as a point of reference for the Sales Teams for all issues relating to the order process and distribution.
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? Attend meetings to identify ways to improve service for both internal and external customers.
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? Communicate with Account Managers to ensure visibility of key customer issues.
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? Record, take ownership of, and resolve customer complaints in line with company KPIs.
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? Coordinate activities with other departments to ensure complete customer satisfaction.
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? Identify and resolve the root cause of errors to prevent reoccurrence.
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? Attend relevant training courses to develop skills and increase knowledge of Sealed Air's products.
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? Assist with other areas of the business as required, providing backup support for team members when necessary.
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? Play an active role in company change processes through positive communication to customers.
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? Make recommendations and implement improvements to existing processes and communication with customers and other departments.
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? Keep the Supervisor updated on account progress, product development, and issues with customer services.
Requirements
? High School Diploma or equivalent required.
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? Associate or Bachelor's degree or equivalent work experience preferred.
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? 3 to 5 years relevant work experience in a Customer Service function preferred.
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? Accurate keyboarding skills.
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? High-speed internet access for work from home capabilities when permitted.
Nice-to-haves
? Excellent organizational, prioritization, and multi-tasking skills.
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? Computer literacy (SAP, Microsoft Office, Gmail, and Google Docs).
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? Flexibility with work hours to cover different time zones.
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? Ability to adapt to change and handle it easily.
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? A team player with a friendly disposition and high energy.
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? Exceptional written and verbal communication skills.
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? Calm and rational thinker able to work under pressure to strict timelines.
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? Ability to manage internal/external customers who are under stress.
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? Willingness to learn and high attention to detail.
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? Self-motivated with the ability to take on additional responsibilities and work with minimal supervision.
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? Desire to challenge current processes for improvement.
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? Strong analytical skills, adept at problem-solving and managing escalations.
Benefits
? Work from home options available depending on the role and responsibilities.