Customer Service Supervisor

Sealed Air
United States, North Carolina, Charlotte
Oct 27, 2024
Customer Service Supervisor LOCATION: Charlotte, NC, US, 28208 REQ ID: 48632 If you are a current employee click here to apply. 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. Westrive 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 2023, Sealed Airgenerated $5.5 billion in revenue in 2023 and had approximately 17,000 employees operating out of 46 countries/territories and distributing products in 115 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. Primary Responsibilities 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:48632 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 [emailprotected]. LINK1 MON1 WHY WORK AT SEALED AIR?* It is our responsibility to leverage what we have to affect positive and meaningful change for our communities and planet using Sealed Air's global resources and expertise. Corporate sustainability. It's about improving the lives of people around the world by addressing pressing needs in the communities where we and our customers operate. Customer Success. Meeting our customers' needs. At Sealed Air it's more than a goal, it's an integral part of our business practices, our innovative solutions, and our values. Leaving our communities better than we found them through dedication of time, talent and resources. Nearest Major Market: Charlotte Job Segment: Supply Chain, Manager, Project Manager, SAP, Customer Service, Operations, Management, Technology