FC Parts Customer Service Partner

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

SUMMARY OF THE POSITION
A customer service representative is vital to the company’s daily operations. You will need to process allorders efficiently, accurately including special instructions and in line with policies/procedures and advisecustomers of any changes or impact to their orders, run and follow up on the Day-In-The-Life reports toensure that the order to shipment process is fulfilled, and expand the sales of the company’s productsthrough up selling and cross-selling. This position is currently in office 4 days a week (Charlotte location),
with work from home on Fridays being optional*.

RESPONSIBILITIES+

• Build relationships with key customers and utilize that relationship to manage requests from thecustomer for mutual benefit.
• Handle all incoming communications dealing with Customers’ needs and expectations in line withprocedures, and according to departmental KPIs.
• Act as a point of reference for the techs in the field for all issues relating to the order process anddistribution.
• Attend meetings to identify ways we can improve the service we offer to both internal and externalcustomers and to communicate Customer Service KPIs and strategy, and performance.
• Communicate with Account Managers (by email/phone/in person), enabling complete visibility of keycustomer issues.
• Record, take ownership, and resolve Customer complaints in line with company KPI’s. Wherenecessary coordinate activities with other departments to ultimately ensure complete Customersatisfaction.
• Continuously identify and resolve the root cause of errors to prevent reoccurrence
• Attend all relevant training courses to develop skills and increase knowledge of Sealed Air’s productsrequired to carry out role.
• Assist with other areas of the business as required, providing backup support for team memberswhen necessary.
• Play an active role in company change through positive communication to internal and externalcustomers.
• Work with the team to make recommendations and implement improvements to both our existingprocesses and for communication with customers and other departments.

Qualifications

• Excellent organizational, prioritization and multi-tasking skills
• Computer literacy- Proficient with SAP, Microsoft Office, Gmail and Google docs)
• 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
• Able to manage internal/ external customers who are under stress
• Willingness to learn and high attention to detail.
• Self-motivated, ability to take on additional responsibilities as required and work with minimalsupervision.
• Desire to challenge current processes for improvement
• Strong analytical skills, adept at problem solving and managing escalations.

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.