Customer Success Partner (Parts & Orders) - Hybrid

Sealed Air; Charlotte (NC); On-site; USD 34,000 - 52,000; Full time

Job summary

Sealed Air in Charlotte, NC seeks a Customer Service Representative to process orders accurately, communicate changes to customers, and follow policies. You will support day-to-day order fulfillment and participate in up-selling and cross-selling.

The role is in-office four days a week with optional remote Fridays; you will work with Account Managers and field technicians to resolve issues, improve service KPIs, and ensure customer satisfaction.

Qualifications

• Excellent organizational, prioritization and multi-tasking skills.
• Flexible with work hours – there will be a requirement to cover different time zones.
• Ability to adapt to change and handle change easily.
• A team player with a friendly disposition and high energy.
• Exceptional written and verbal communication skills, with the ability to build relationships by phone & email.
• Calm & rational thinker able to work under pressure to strict timelines.
• Willingness to learn and high attention to detail.
• Self-motivated, ability to take on additional responsibilities as required and work with minimal supervision.
• Strong analytical skills, adept at problem solving and managing escalations.

Responsibilities

• Build relationships with key customers and manage requests from the customer for mutual benefit.
• Handle all incoming communications dealing with Customers’ needs and expectations in line with procedures and KPIs.
• Act as a point of reference for the techs in the field for all issues relating to the order process and distribution.
• Attend meetings to identify ways to improve the service for internal and external customers and to communicate Customer Service KPIs and strategy.
• Communicate with Account Managers, enabling complete visibility of key customer issues.
• Record, take ownership, and resolve Customer complaints in line with company KPIs; coordinate with other departments to ensure customer satisfaction.
• Continuously identify and resolve root causes of errors to prevent recurrence.
• Attend training courses to develop skills and product knowledge.
• Assist with other areas of the business and provide backup support for team members.
• Contribute to change through positive communication with customers and internal teams.
• Collaborate to recommend improvements to processes and customer communications.

Tools

SAP

Microsoft Office

Gmail

Google Docs

Job description

Sealed Air in Charlotte, NC seeks a Customer Service Representative to process orders accurately, communicate changes to customers, and follow policies. You will support day-to-day order fulfillment and participate in up-selling and cross-selling.

The role is in-office four days a week with optional remote Fridays; you will work with Account Managers and field technicians to resolve issues, improve service KPIs, and ensure customer satisfaction.