Customer Service Supervisor

Sealed Air; Montgomery (AL); Hybride; USD 55 000 - 75 000; Plein temps

Résumé du poste

Sealed Air in Montgomery, AL is seeking a Customer Service Supervisor to lead a team of 3–15 CS professionals and drive outstanding service. The role requires on-site work for at least two days per week (Tue-Thu) with remote work on other days, reflecting a flexible hybrid arrangement.

The ideal candidate will coach staff, manage KPIs, and partner with other functions to deliver exceptional customer experiences while upholding Sealed Air’s World Class Customer Service vision and values.

Qualifications

• High level of computer literacy & knowledge of Enterprise Systems (SAP).
• Ability to travel occasionally within the region.
• Strong empathy for customers.
• Comfortable operating in a matrix environment with competing priorities.
• Excellent communication skills across a diverse organization.

Responsabilités

• Leads, manages and coaches the team to deliver an effortless customer experience.
• Ensures meaningful professional development for CS staff, enabling high performance and career progression.
• Sets direction for CSPs and exceeds customer needs.
• Communicates and executes Sealed Air’s World Class Customer Service vision and culture.
• Role models SEE values and drives regional initiatives like Voice of the Customer and CSE training.
• Partners with divisions to achieve mutual goals and drive improvements.
• Leads change management programs to enhance the value of customer service activities.
• Uses regional KPIs to coach and train CSPs toward target performance.

Connaissances

Leadership

Customer service

Communication

Change management

Project management

Outils

SAP

Description du poste

Job Summary

The Customer Service Supervisor is directly responsible for leading and managing Customer Service Operations to achieve performance excellence in the delivery of outstanding service for our customers. The role includes leading and developing a team of 3‑15 Customer Service professionals. This role is considered a “flexible worker,” requiring on‑site work for a minimum of two days during core working days (Tuesday‑Thursday) with remote or WFH on other days.

Responsibilities

• Leads, manages and coaches the team to deliver an effortless customer experience.
• Ensures meaningful professional development for CS staff, enabling them to become high performers and to develop career pathways throughout Sealed Air.
• Sets direction for CSPs, including a commitment to constantly exceed customer needs.
• Clearly understands, communicates and executes Sealed Air’s World Class Customer Service vision and culture.
• Actively role models, promotes and reinforces SEE core values, strategic initiatives and code of conduct with CSPs.
• Drives global initiatives in the region such as Voice of the Customer, Business Continuity, Customer Service Excellence (CSE) training and Reward & Recognition programs.
• Actively partners with all divisions and functions to accomplish mutual goals, drive business improvement and innovation initiatives, and support corporate goals.
• Effectively leads change management programs and initiatives in the region to improve the commercial value‑add of customer service activities, supporting SEE competitive advantage.
• Utilizes Global KPIs for Customer Services to ensure CSPs receive coaching and training to meet/exceed expected performance levels, with continuous improvement actions and programs.
• Works with the Regional Director of Customer Services on managing the customer service expense budget.
• Builds relationships through positive communication with all stakeholders—internal and external—to leverage resources and optimize customer satisfaction and value to Sealed Air.
• Strives for excellence in exhibiting Sealed Air leadership behaviors and promoting a winning performance culture.

Qualifications

High level of computer literacy & knowledge of Enterprise Systems (SAP). Recognized significant accomplishments in previous roles including exemplary leadership. Ability to travel occasionally within the region. Strong empathy for customers. Dedicated to high levels of customer service and meeting the needs of external and internal customers. Comfortable operating with ambiguity within a matrix environment and potentially conflicting priorities to deliver overall best outcomes. Superior communication skills effective at all levels of a diverse organization. Demonstrated ability to work effectively with other functions & divisions in an interdependent organization. Leadership skills with proven record of successfully coaching individuals and teams. Passion for developing and motivating individuals to achieve their potential. Positive passion for leading change management. Solid process and project management skills. Understands complex workflows and has the ability to find ways to simplify them. Knows how to efficiently organize people and activities, set priorities and maintain focus accordingly. Strategic agility and ability to adjust to effectively deliver required results. Business acumen to understand commercial drivers to financial success. Good analytical and problem‑solving skills. Proven track record of meeting/exceeding goals.

The Company is committed to providing equal employment opportunities to all applicants for employment and to all employees, without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, protected disability, veteran status or any other protected status in accordance with applicable federal, state or local laws.