.Customer Service Specialist North America**LOCATION**:Ciudad Juárez, CHH, MX, 32695**REQ ID**:40313If 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.- Our people are entrepreneurial innovators and problem solvers committed to bringing unique insights and solutions to the needs of our customers, stakeholders, and society. At SEE, we are creating a community of inventors, problem solvers, and future makers that are passionate about fulfilling our purpose.-A customer service representative at Sealed Air supports customers by providing helpful information, answering questions, and responding to complaints. They are the front line of support and they help ensure that customers are satisfied with products, services, and features. Process all orders efficiently, accurately including special instructions, and in line with policies and procedures. Advise Customer of any changes or impact on the Customer's expectations of what they will receive and when (shortages, price / SKU discrepancies).**Responsibilities**- Build relationships with key customers and utilize that relationship to manage requests from the customer for mutual benefit.- To handle all incoming telephone calls dealing with Customers' needs and expectations in line with procedures, and according to departmental KPIs.- Act as a point of reference for the Sales Teams for all issues relating to the order process and distribution.- Attend relevant meetings to identify ways we can improve the service we offer to both internal and external customers and to communicate Customer Service KPIs and strategy.- Assist with other areas of the business as required, providing backup support for team members where necessary.- Play an active role in the company change process through positive communication to internal and external customers.- To work with the team to make recommendations and implement improvements to both our existing processes and for communication with customers and other departments.- To keep the Supervisor up to date with account progress, product and range development, problems, and issues with any area of customer services, to ensure the customer receives the best services we can offer.- Record, take ownership, and resolve Customer complaints in line with company KPI's. Where necessary coordinate activities with other departments to ultimately ensure complete Customer satisfaction.- Continuously identify and resolve the root cause of errors to prevent reoccurrence**Qualifications**- **Fully bilingual English / Spanish**:- **ERP experience (SAP, Salesforce, etc)**:- Excellent organizational, prioritization, and multi-tasking skills- Flexible with work hours - there will be a requirement to cover different time zones