Account Specialist

What will you do as a Account Specialist at Sealed Air?
An Account Specialist at Sealed Air owns the complete order lifecycle for an assigned portfolio of customers. They are the front line of the customer relationship, resolving issues independently so that our sales partners can stay focused on growth, and making sure customers get what they expect, when they expect it.
* Own and manage the complete order lifecycle from entry through delivery and invoicing, ensuring orders are processed efficiently, accurately, and in line with policies and procedures.
* Advise customers proactively of any change or impact to what they will receive and when, including shortages, price or SKU discrepancies, and delivery timing.
* Resolve customer issues independently wherever possible, escalating only what genuinely requires it.
* Handle incoming calls and messages in line with departmental procedures and service standards, with no call going to voicemail.
* Record, own, and resolve customer complaints, coordinating with other departments where needed to reach a full resolution.
* Build working relationships with assigned customers and use those relationships to manage requests for mutual benefit.
* Identify and communicate upsell and cross-sell opportunities based on ordering patterns, business expansion signals, or unmet needs, and qualify them for the sales partner.

Why do we need you?
* You are the reason a customer trusts that their order is handled, and the reason our sales team can spend their time on growth rather than order management.
* You act as a point of reference for the sales organization on everything relating to the order process and distribution.
* You keep the manager and sales partners current on account progress, product and range development, and any issue that could affect the customer.
* You play an active role in change, communicating positively to internal and external customers as processes evolve.
* You attend relevant meetings and bring forward ways we can improve the service we offer.

What skills will help you succeed?
* Relevant work experience in a customer service, customer success, or account support function is preferred.
* Experience with an ERP or CRM platform such as SAP, Oracle, or Salesforce.
* Exceptional attention to detail and a commitment to the order accuracy standard published for the department.
* Strong written and verbal communication, with the confidence to deliver difficult news early and clearly.
* Adept at problem solving and managing escalations under time pressure.
* Flexible with work hours, since there is a requirement to cover different time zones.
* A desire to challenge current processes for improvement.

* 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