Customer Success Partner

Sealed Air Corporation; Streetsboro (OH); In loco; USD 32.000 - 34.000; Tempo pieno

Vantaggi offerti da questo lavoro

401(k)

401(k) matching

Dental insurance

Disability insurance

Employee assistance program

Employee discounts

Flexible spending account

Health insurance

Life insurance

Paid elder care

Paid time off

Parental leave

Professional development assistance

Retirement plan

Tuition reimbursement

Vision insurance

Descrizione del lavoro

Sealed Air Corporation is hiring a Customer Success Partner at the Streetsboro Corporate Office. You will nurture client relationships, handle inquiries with a personalized touch, and oversee orders from initiation to fulfillment.

You will monitor product usage, anticipate risks, and collaborate with Supply Chain, Sales, and Marketing to improve service levels. The role emphasizes proactive engagement, data-driven health checks, and cross-functional collaboration to drive customer satisfaction

Competenze

• High School Diploma or equivalent required.
• Preferred 2 years of experience in Customer Experience/Success.
• Experience in order and complaint management.
• Capable of working in a dynamic team environment.
• Proficient with SAP/ERP systems and MS Office 365.

Mansioni

• Develop and maintain strong, trust-based relationships with a portfolio of clients.
• Manage requests from customers to provide personalized service in line with KPIs & SLA's.
• Monitor usage and health metrics, proactively identify risks or opportunities.
• Advocate for customer needs and coordinate with cross-functional teams to resolve issues.
• Partner with Sales to achieve quotas and provide insights on customer buying trends.
• Own and manage all parts of the order process and ensure accurate, timely processing.

Conoscenze

Relationship management

Communication

Problem solving

Customer service

Formazione

High School Diploma or equivalent

Associate/Bachelor degree or equivalent work experience preferred

Strumenti

SAP/ERP Systems

Microsoft Office 365

Descrizione del lavoro

dental insurance, life insurance, vision insurance, flexible benefit account, parental leave, paid time off, tuition reimbursement, 401(k), retirement plan, remote work

Customer Success Partner

Streetsboro Corporate Office

Shift: Monday to Friday from 8:30 am to 5 pm. Fridays will be working from home.

Pay: $23 - 25

Customer Relationship Management

• Develop and maintain strong, trust based relationships with a portfolio of assigned clients serving as their primary point of contact and trusted advisor.
• Utilize those relationships to manage requests from the customer for mutual benefit providing a personalized service. To handle all incoming contacts dealing with Customers' needs and expectations in line with all procedures, KPI's & SLA's

Proactive Engagement & Health Monitoring

• Regularly check in with customers, monitor their usage patterns and health metrics, and proactively identify potential risks or opportunities for improvement.

Problem Resolution & Advocacy

• Act as an advocate for customer needs internally, working closely with cross-functional teams (Supply Chain, Sales, Marketing) to resolve issues, address feedback, and ensure a positive customer experience.

Sales Partnership

• Partner with Sales to achieve Sales quotas
• Proactively communicate with Sales Partners (via their preferred method), enabling complete visibility of key Customer issues/challenges
• Provide insights of any changes in customers purchasing habits to sales team
• Act as a point of reference for the Sales Teams for all issues relating to the order process and distribution.
• Engage in relevant meetings to identify ways we can improve the service we offer to both internal and external Customers and to communicate Customer Experience KPIs and strategy.

Order Management

• Own and manage all parts of the Order process, ensuring all orders are processed efficiently, accurately and in line with policies and procedures, to ensure they are right first time.
• Proactively advise Customers of any changes or impacts on their orders
  • Late order notifications, date changes, quantity variations, back orders etc
  • Provide POD's, ASN's Invoices proactively
• Manage all reports to ensure that the order to payment process is fulfilled efficiently.
• Promote and expand the sales of the company's products through up selling and cross selling.

Reporting & Analytics

• Track key customer success metrics (e.g., adoption, usage, satisfaction, churn risk), generate reports, and present findings to customers and internal stakeholders.

Qualifications

• High School Diploma or equivalent required. Associate / Bachelor's degree or equivalent work experience preferred.
• Preferred 2 years prior experience within a Customer Experience/Success Environment
• Experience in order and complaint management
• Capable of working in a dynamic team environment
• Calm & rational thinker able to work under pressure to strict timelines
• Able to identify root cause of issues, develop solutions and challenge current processes for improvement.
• Computer Skills (SAP/ERP Systems, Microsoft Office 365)
• Flexible with work hours - required to cover different time zones/holiday calendars. High Speed Internet access for work from home capabilities.

All qualified applicants will receive consideration for employment without regard to race, age, color, religion, sex, national origin, disability or protected veteran status.

Benefits and Perks

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discounts
• Flexible spending account
• Health insurance
• Life insurance
• Paid elder care
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Information at a Glance

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.