What are the responsibilities and job description for the Customer Service Manager position at Sealed Air Corporation?
Sealed Air designs and delivers packaging solutions that protect essential goods transported worldwide, preserve food, enable e-commerce and digital connectivity, and help create a global supply chain that is touchless, safer, less wasteful, and more resilient. We strive to foster a caring, high-performance growth culture that will deliver consistent, sustainable profitable growth and accelerate our performance – a culture where accountability is clear and aligned, and where we reward business outcomes and impact. That culture guides everything we do, including how we partner with our customers and suppliers, how we attract and retain top talent, and how we create and deliver value for our stakeholders. In 2024, Sealed Air generated $5.4 billion in revenue and had approximately 16,400 employees distributing products and services to 117 countries/territories around the world. To learn more, visit www.sealedair.com.
Position 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. You will be responsible for leading and developing a team of 3-15 Customer Service professionals.
Job Description
- Leads, manages and coaches their team, to Deliver an Effortless Customer Experience. Ensures meaningful professional development occurs for CS staff members to enable them to be high performers in their roles and/or able to develop career pathways throughout Sealed Air organization.
- Sets direction for CSPs including a commitment to constantly exceed the needs of customers. 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.
- Drive 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 in the spirit of ingenious collaboration to accomplish mutual goals to drive successful execution of business improvement and innovation initiatives and support corporate goals. Effectively lead change management programs and initiatives in the region to improve commercial value-add of customer service activities in the region supporting SEE competitive advantage
- Utilize the Global KPIs for Customer Services, to ensure the CSP’s receive the coaching and training they need to meet/exceed expected performance levels, with actions and programs aimed at continuous improvement.
- With regional Director of Customer Services, management of customer service expense budget
- Leadership in providing a safe and healthy workplace. Support an equal opportunity employment environment that celebrates diversity and inclusion
- Build relationships through positive communication with all stakeholders – internal and external and works to leverage the collective resources of the function to optimize customer satisfaction and value to Sealed Air.
- Strive for excellence in exhibiting the 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 region.
- Strong empathy for customers. Dedicated to high levels of customer service and meeting the needs of external and internal customers.
- Comfortable operating with some 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 to develop and achieve common goals.
- Leadership skills with proven record of successfully coaching individuals and teams to strengthen the organization A passion for developing and motivating individuals to achieve their potential A 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
- A proven track record of meeting/exceeding goals.
Requisition id: 50816
Relocation: No
Sealed Air is committed to attracting, selecting, and developing talent that reflects the diversity of the communities and customers we serve. We take pride in our selection process to identify, infuse, and grow talent to align with our culture, values, and norms. Sealed Air prioritizes talent development, fostering a culture of continuous growth and career progression. 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 identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state and local laws.
- Please be cautious of fraudulent recruiting efforts using the Sealed Air name or logo. Sealed Air will never request private information during the application process, such as a Driver's License or Social Security Number. If you have any concerns about information received from SEE during the application process, please reach out to us directly at globalta@sealedair.com.
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