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Customer Service Supervisor
4 months ago
SEE 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.
Our people are entrepreneurial innovators and problem solvers committed to bringing unique insights and solutions to the needs of our customers, stakeholders, and society.
At SEE, we are creating a community of inventors, problem solvers, and future makers who are passionate about fulfilling our purpose.
SEE generated $5.3 billion in revenue in 2022 and has approximately 16,300 employees who serve customers in 120 countries/territories. To learn more, visitsealedair.
Job 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.
This role is considered as a "flexible worker" which means that you are required to work on-site a minimum of two days during our core working days which are between Tuesday, Wednesday, and Thursday.
Job Description
- Leads, manages and coaches their team, to Deliver an Effortless Customer Experience.
- Sets direction for CSPs including a commitment to constantly exceed the needs of customers.
- 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
- 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
- High level of computer literacy & knowledge of Enterprise Systems (SAP)
- Recognized significant accomplishments in previous roles including exemplary leadership.
- Ability to travel occasionally within the region.
- Strong empathy for 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.
- 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.
- 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
Relocation:
No
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, sexual orientation, gender identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state or local laws.
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