Job Description

• To provide outstanding Customer Service to both internal and external Customers, consistently meeting or exceeding their expectations within scope of Sealed Air processes.
• To manage all Customer contact with professionalism and efficiency in line with agreed company standards.
• To process all internal and external orders (telephone/mail/fax/EDI)
• To process, investigate and resolve Customer queries using the complaint management system.
• To constantly strive to improve processes and share working knowledge for the benefit of colleagues and Customers.
• Work towards the achievement of all departmental KPIs
• Work with Team and Team Manager to achieve company goals and objectives.

KEY JOB TASKS:

Order Management

• To process all orders efficiently, accurately and in line with policies and procedures and advise Customer of any changes or impact on the Customer’s expectations of what they will receive and when.
• To run and follow up on various reports to ensure that the order to payment process is fulfilled.
• Promote and expand the sales of the company’s products through up selling and cross selling.

Complaint Management

• Record, take ownership and resolve Customer complaints in line with company KPI’s. Where necessary co-ordinate activities with other departments to ultimately ensure complete Customer satisfaction.
• Continuously identify and resolve the root cause of errors to prevent reoccurrence.

Customer Management

• Build relationships with key customers and utilize that relationship to manage requests from the customer for mutual benefit.
• To handle all incoming telephone calls dealing with Customers’ needs and expectations in line with the call evaluation guide, and according to departmental KPIs.

Sales Support

• Act as a point of reference for the Sales Teams for all issues relating to the order process and distribution.
• Attend relevant sector meetings to identify ways we can improve the service we offer to both internal and external Customers and to communicate Customer Service KPIs and strategy.
• Communicate with Account Managers (by email/phone), enabling complete visibility of key Customer issues.
• Produce a written monthly report in line with the sales team requirements highlighting Customer issues, special deliveries, free of charge goods etc.
• Ensure Account Manager is aware of immediate Customer issues or requests.

OTHER TASKS

• Attend all relevant training courses in order to develop skills and increase knowledge products required to carry out role.
• Assist with other areas of the business as required, providing cover where necessary.
• Play an active role in company change process through positive communication to internal and external Customers.
• To be responsible for the safe working of self and others, by ensuring adherence to company Health & Safety policies.

Required Knowledge, Skills, and Abilities

Proven track record of working in an inbound and outbound Customer Service environment. Experience of consistently maintaining accuracy whilst working within a highly pressurized environment. Experience of data processing. Knowledge of Sealed Air marketplace, sales teams, products and systems. Institute of Customer Service award or similar recognized qualification. SAP (Preferable) however full training will be provided. Excellent Customer management skills. Excellent communication skills at all levels. Excellent organizational skills. Excellent prioritization of workload. Excellent Telephone skills. Good negotiation skills. Good working knowledge of Microsoft Office (Excel, Word and Outlook), Microsoft Internet Explorer. Good attention to detail. Ability to build relationships with Customers and across the business. Organizing. Time Management. Interpersonal Savvy. Customer Focus. Peer Relationships. Problem Solving. Listening. Integrity and Trust.