FC Parts Customer Service Partner

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.

* 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.

* 401(k)
* 401(k) matching
* Dental insurance
* Disability insurance
* Employee assistance program
* Employee discounts
* Flexible spending account
* Health insurance
* Life insurance
* Paid elder care
* Paid time off
* Parental leave
* Professional development assistance
* Retirement plan
* Tuition reimbursement
* Vision insurance