Customer Service Process Expert & Trainer

Directly responsible for the completion of customers' requests, queries and orders received for Custom Food Packaging equipment. Leads and manages the application of any contracts established between SEE and the Customer ensuring that cross-departmental/inter-divisional processes are monitored and adjusted if necessary. Ensuring professional customer relations are maintained for our internal and external customers, and customer claims and complaints are resolved fairly and effectively. This position requires an in-depth knowledge of the equipment and parts portfolio. Additionally, this role is responsible for providing training to the team and leading continuous improvement projects focused on enhancing customer service, closing process gaps, and optimizing order flow efficiency.

Pay Range - $67,000-$72,000

• Leads and manages custom equipment orders from end to end. From liaising with pricing and sales to ensure alignment with the quote/contract, setting up new materials, maintaining equipment records, providing information on the status of builds, concerns, changes and the expected delivery date. Promoting and expanding the sale of the company's products through upselling/cross selling where appropriate.
• Creates, monitors and maintains contracts in all relevant systems/files (SAP, Service Max, Project files) manages any changes, price discrepancies and payment terms. Coordinating any down payment activities at any step of the contract management lifecycle.
• Partners with the customer and internal business partners (including but not limited to Sales Tech, Purchasing & Shipping) leading the coordination of custom project requirements, actioning agreed upon decisions and changes to successfully deliver on the contract ensuring customers' expectations are met or exceeded.
• Lead and/or actively participate in interdepartmental meetings or project-specific meetings representing the customer service interests.
• Provides essential information to representatives regarding the status of customer complaints, accounts payable issues, customer ordering activity, and other customer service/sales representative-related issues.
• Owns the new material process, which involves working closely with the Engineering Department on custom equipment to understand the details of the material that needs to be created.
• Takes a Leadership role in coordinating, creating, maintaining, and improving internal order fulfilment processes.
• Act as liaison between the customer service team and Plant contacts when managing difficult situations.
• Work towards the achievement of all departmental KPIs, ensuring any auditor requests are satisfied.
• Become a subject matter expert and drive improvements in how equipment orders are managed with deep knowledge of SAP and EDI interactions to ensure efficiency and successful processing of orders from order entry to cash receipt.
• Develops and delivers training programs for team members to ensure alignment with best practices, process updates, and system enhancements, fostering continuous learning and operational excellence.
• Leads process improvement initiatives to optimize order flow, close process gaps, and enhance overall customer service efficiency.

Liaising with SEE locations currently not working in SAP to provide quotes to Customers. Utilizing the quote portal to enable the international team to process the quote * Ownership of the order management details to communicate any changes and provide updates throughout the order fulfilment process.

* High level of computer literacy & knowledge of Enterprise Systems (SAP)

* Dedicated to high levels of customer service and meeting the needs of external and internal customers.

* Understands corporate goals and expectations to successfully manage assigned work and contribute to the success in meeting these goals/expectations

* Demonstrated ability to work effectively with other functions & divisions in an interdependent organization to develop and achieve common goals.

* Strategic Agility, ability to flex and adjust to effectively deliver required results or requirements

* Proficient in conflict resolution and problem-solving skills

* Ability to confidently communicate effectively in both written and verbal form with stakeholders. Building and maintaining relationships and networks across all levels and departments in the organization.

* Strong knowledge or experience with SAP and O365 tools

* Strong knowledge of Sealed Air Equipment portfolio preferred

All qualified applicants will receive consideration for employment without regard to race, age, color, religion, sex, national origin, disability or protected veteran status.