Customer Service Leader
Sealed Air
North America Customer Service Leader
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. We strive 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 2024, Sealed Air generated $5.4 billion in revenue and had approximately 16,400 employees distributing products and services to 117 countries/territories around the world.
Position Summary
Sealed Air is seeking a dynamic and results-oriented NA Customer Service Leader to lead and transform our customer service strategy within the $2 billion North America Food business. This critical leadership role is responsible for ensuring exceptional customer experiences, driving efficiency, and optimizing our order fulfillment processes.
The individual in this role will oversee the customer service teams, manage the order management system, and collaborate closely with cross-functional partners to ensure seamless order fulfillment and a customer-centric approach. This role requires a strategic thinker with a proven track record of leading customer service transformations, leveraging technology, and fostering strong cross-functional collaboration.
Key Responsibilities
• Strategic Customer Service Leadership: Develop and implement a comprehensive customer service strategy aligned with the North America Food business objectives, focusing on enhancing customer satisfaction, improving service delivery, improving customer communication, and driving efficiency.
• Customer Service Transformation: Lead and drive significant improvements in customer service processes, leveraging best practices, data analytics, and technology solutions to enhance responsiveness and accuracy.
• Team Leadership and Development: Oversee and develop high-performing customer service teams, ensuring they provide exceptional support, manage order fulfillment effectively, and resolve customer inquiries promptly. Foster a culture of collaboration, accountability, and continuous learning.
• Order Management System Optimization: Drive the 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 the supply chain and commercial teams to ensure customer service needs and insights are integrated into the IBP process, improving forecasting accuracy and aligning demand and supply plans.
• Cross-Functional Collaboration: Build and maintain strong working relationships with Sales, Commercial, Supply Chain, IT, Finance, and Manufacturing teams to ensure alignment and effective execution of customer-centric strategies.
• Performance Monitoring and Analysis: Establish key performance indicators (KPIs) to monitor customer service performance, order fulfillment efficiency, and customer satisfaction metrics. Analyze data to identify trends, implement corrective actions, and drive continuous improvement.
• IT Solutions Implementation: Identify, evaluate, and implement relevant IT solutions and technologies to enhance customer service capabilities, optimize order management, and improve the overall customer experience. This includes experience with ERP systems and customer relationship management (CRM) tools.
Qualifications
• 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 a significant portion of that experience in a leadership role.
• Proven track record of leading and implementing successful customer service transformations, resulting in 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 and technologies (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 different teams and levels of the organization.
• Experience in a B2B environment, preferably within the food packaging or a related industry.
Preferred Skills: Experience with SAP or other major ERP systems. Experience with advanced CRM platforms. Lean Six Sigma certification or experience with continuous improvement methodologies.