Account Specialist

Sealed Air; Charlotte (NC); On-site; USD 52,000 - 68,000; Full time

Job summary

Sealed Air in Charlotte, NC is seeking an Account Specialist to own the complete order lifecycle for a portfolio of customers, serving as the front line for the customer relationship and ensuring accurate, on-time delivery and invoicing.

You will collaborate with sales partners, advise customers on changes, resolve issues, and look for upsell opportunities while maintaining high service standards and cross-functional cooperation across departments.

Qualifications

• Experience in a customer service or account support function is preferred.
• Experience with ERP/CRM platforms such as SAP, Oracle, or Salesforce.
• Exceptional attention to detail and commitment to order accuracy.
• Strong written and verbal communication with clarity in difficult news.
• Adept at problem solving and managing escalations under pressure.
• Flexible with work hours to cover different time zones.

Responsibilities

• Own and manage the complete order lifecycle from entry through delivery and invoicing.
• Advise customers proactively of changes to delivery, pricing, or SKUs.
• Resolve customer issues independently with escalation only when needed.
• Handle incoming calls and messages per procedures; no voicemail.
• Record, own, and resolve complaints across departments for full resolution.
• Identify upsell and cross-sell opportunities for sales partners.

Skills

Customer service

ERP/CRM

Attention to detail

Communication

Problem solving

Time zone flexibility

Process improvement

Tools

SAP

Salesforce

Oracle

Job description

What will you do as a Account Specialist at Sealed Air? An Account Specialist at Sealed Air owns the complete order lifecycle for an assigned portfolio of customers. They are the front line of the customer relationship, resolving issues independently so that our sales partners can stay focused on growth, and making sure customers get what they expect, when they expect it.

Responsibilities:

• Own and manage the complete order lifecycle from entry through delivery and invoicing, ensuring orders are processed efficiently, accurately, and in line with policies and procedures.
• Advise customers proactively of any change or impact to what they will receive and when, including shortages, price or SKU discrepancies, and delivery timing.
• Resolve customer issues independently wherever possible, escalating only what genuinely requires it.
• Handle incoming calls and messages in line with departmental procedures and service standards, with no call going to voicemail.
• Record, own, and resolve customer complaints, coordinating with other departments where needed to reach a full resolution.
• Build working relationships with assigned customers and use those relationships to manage requests for mutual benefit.
• Identify and communicate upsell and cross-sell opportunities based on ordering patterns, business expansion signals, or unmet needs, and qualify them for the sales partner.

Why do we need you?

• You are the reason a customer trusts that their order is handled, and the reason our sales team can spend their time on growth rather than order management.
• You act as a point of reference for the sales organization on everything relating to the order process and distribution.
• You keep the manager and sales partners current on account progress, product and range development, and any issue that could affect the customer.
• You play an active role in change, communicating positively to internal and external customers as processes evolve.
• You attend relevant meetings and bring forward ways we can improve the service we offer.

Qualifications

What skills will help you succeed?

• Relevant work experience in a customer service, customer success, or account support function is preferred.
• Experience with an ERP or CRM platform such as SAP, Oracle, or Salesforce.
• Exceptional attention to detail and a commitment to the order accuracy standard published for the department.
• Strong written and verbal communication, with the confidence to deliver difficult news early and clearly.
• Adept at problem solving and managing escalations under time pressure.
• Flexible with work hours, since there is a requirement to cover different time zones.
• A desire to challenge current processes for improvement.

Benefits and Perks

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.