Customer Service Representative (ANZ Support)

Be a key member of the Customer Service team supporting Australia and New Zealand (ANZ) customers. You'll deliver excellent service by making it easy for customers to work with us, handle orders accurately, and help improve how we work.

KEY RESPONSIBILITIES

Order Management

• Manage end-to-end order processing for ANZ customers accurately and in line with company policies and procedures.
• Proactively advise customers of any changes affecting their orders, such as delivery dates, quantities or pricing.
• Run and follow up on daily reports so that every order moves smoothly from order to payment.
• Support month-end invoicing and closing activities within set timelines.
• Promote Sealed Air products through up-selling and cross-selling.

Issue Resolution

• Own customer issues through to resolution, working with other teams where needed.
• Identify the root cause of errors and take action so they don't happen again.

Customer Communication and Relationship Management

• Act as a direct point of contact for customers, mainly by email, with regular customer and internal calls.
• Handle incoming customer emails and calls in line with procedures and service KPIs.
• Prioritize requests coming in from several customers and Account Managers at the same time.
• Build strong relationships with key and long-tail customers. Grow smaller accounts and help reactivate dormant ones.

Sales and Cross-Functional Support

• Work closely with the ANZ Commercial team, including Sales and Account Managers. Give them clear visibility of customer issues and insights.
• Coordinate with Supply Chain, Logistics, Purchasing, and Credit & Collections to resolve orders and customer requests.
• Be the go-to contact for the Sales team on order processing and distribution matters.
• Join meetings to improve service for internal and external customers and to share Customer Experience KPIs.

Other Responsibilities

• Complete all required training to build knowledge of Sealed Air products, processes and systems.
• Provide cover for other areas of the business when needed.
• Recommend and help put in place improvements to processes and customer communication.
• Keep the Customer Service Team Lead updated on account progress, customer issues and anything affecting the customer experience.
• Follow the company's OHS policy, Code of Conduct, and all other relevant policies, and act as an ambassador for Sealed Air's Vision, Mission and Values.

WORK SCHEDULE AND LOCATION

• Location: Ayala Avenue, Makati City
• Work setup: Hybrid, 3 days onsite and 2 days work from home
• Schedule: Monday to Friday, 4:00 AM to 1:00 PM (PHT), supporting Australia and New Zealand business hours
• Follows New Zealand public holidays
• Willing to extend working hours at month-end when needed (advance notice will be given)

QUALIFICATIONS

Required

• Diploma or bachelor's degree, or equivalent work experience
• At least 2 years of customer service experience, B2B or B2C, including order and complaint management
• Strong written and spoken English
• Proficient in MS Office, especially Excel and Outlook

Strongly Preferred

• Hands-on SAP experience, particularly order processing

Advantageous

• Experience in manufacturing or packaging
• B2B customer service or experience supporting Australia or New Zealand customers
• Experience working with Sales or Account Managers and supply chain processes

KEY COMPETENCIES

• Ownership and accountability: takes responsibility for requests and issues through to resolution
• Proactiveness: spots issues early and acts without waiting for direction
• Independent problem-solving: monitors own work and resolves issues with minimal supervision
• Accuracy: high attention to detail, learns from mistakes and avoids repeating them
• Prioritization: manages competing requests calmly in a fast-paced environment
• Communication and collaboration: builds trust with customers and internal stakeholders