Customer Customer Service Representative
Charlotte, NC | 6 months contract
Order Management To process all orders efficiently, accurately including special instructions and in line with policies / procedures and advise Customer of any changes or impact on the Customer’s expectations of what they will receive and when (shortages, price / SKU discrepancies). To run and follow up on the Day-In-The-Life 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 procedures, 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 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. Other tasks Attend all relevant training courses in order to develop skills and increase knowledge of Sealed Air’s products required to carry out role. Assist with other areas of the business as required, providing backup support for team member where necessary. Play an active role in company change process through positive communication to internal and external Customers. To work with the team to make recommendations and implement improvements to both our existing processes and for communication with customers and other departments. To keep the Supervisor up to date with account progress, product and range development, problems and issues with any area of customer services, to ensure the customer receives the best services we can offer.