North America Customer Service Leader

Overview

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. This role is a North America (NA) Customer Service Leader within the $2 billion NA Food business. The individual will lead and transform the customer service strategy to ensure exceptional customer experiences, drive efficiency, and optimize order fulfillment processes.

The role oversees customer service teams, manages the order management system, and collaborates with cross-functional partners to ensure seamless order fulfillment and a customer-centric approach. It requires a strategic thinker with a proven track record of leading customer service transformations, leveraging technology, and fostering strong cross-functional collaboration.

• Strategic Customer Service Leadership:
  Develop and implement a comprehensive customer service strategy aligned with NA Food business objectives, focusing on enhancing customer satisfaction, improving service delivery and communication, and driving efficiency.
• Customer Service Transformation:
  Lead improvements in customer service processes using best practices, data analytics, and technology solutions to enhance responsiveness and accuracy.
• Team Leadership and Development:
  Oversee and develop high-performing customer service teams, manage order fulfillment effectively, resolve customer inquiries promptly, and foster a culture of collaboration, accountability, and continuous learning.
• Order Management System Optimization:
  Drive effective utilization and continuous improvement of the order management system to streamline order processing, enhance visibility, and improve overall efficiency.
• Integrated Business Planning (IBP)
  
  Collaboration:
  
  Partner with supply chain and commercial teams to integrate customer service needs and insights into the IBP process, improving forecasting accuracy and aligning demand and supply plans.
• Cross-Functional Collaboration:
  
  Build and maintain relationships with Sales, Commercial, Supply Chain, IT, Finance, and Manufacturing to ensure alignment and effective execution of customer-centric strategies.
• Performance Monitoring and Analysis:
  Establish KPIs to monitor customer service performance, order fulfillment efficiency, and customer satisfaction; analyze data to identify trends, implement corrective actions, and drive continuous improvement.
• IT Solutions Implementation:
  Identify, evaluate, and implement IT solutions and technologies (ERP and CRM) to enhance customer service capabilities, optimize order management, and improve the overall customer experience.

• Bachelor’s degree in Business Administration, Operations Management, or a related field. A Master’s degree is preferred.
• Minimum of 10-15 years of progressive experience in customer service, operations, or a related field, with substantial leadership experience.
• Proven track record of leading and implementing successful customer service transformations with measurable improvements in customer satisfaction and efficiency.
• Strong understanding of end-to-end order fulfillment processes, including order entry, invoicing, and logistics.
• Experience in overseeing and developing high-performing customer service teams.
• Significant experience with order management and CRM systems.
• Strong analytical and problem-solving skills with the ability to interpret complex data and develop actionable insights.
• Demonstrated ability to leverage IT solutions (e.g., ERP, CRM) to improve customer service and order fulfillment.
• Excellent cross-functional collaboration and communication skills with the ability to influence and build consensus across teams and levels.
• Experience in a B2B environment, preferably within the food packaging or related industry.

• Experience with SAP or other major ERP systems.
• Experience with advanced CRM platforms.
• Lean Six Sigma certification or experience with continuous improvement methodologies.

Requisition : 53438

Relocation: Yes

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