Position Title: Customer Service Analyst
Reports to: Customer Service Supervisor
Location: Huntersville, NC
PRIMARY FUNCTION AND RESPONSIBILITIES
This position is responsible for providing excellent customer service and order management while maintaining strong professional relationships with strategic customers, sales and supply chain teams and external business partners. The Customer Service Analyst will be required to use analytical tools, reports, and partnerships to identify operational gaps and develop sustainable solutions to maximize internal and external efficiency and customer satisfaction. This role will be a member of a high-functioning strategic customer service team with primary responsibility for order management, service performance, and vendor compliance.
Gather key demand data using data collection techniques (e.g., downloading of transactional data to spreadsheet format), analyze data for insights, and create presentations to report results to Management.
Manage and maintain order book for business unit with a primary focus on strategic accounts
Identify customer's key measurements and vendor requirements
Resolve and report discrepancies in service scorecard within the required timeframe
Identify trends negatively impacting performance and cost of failure & collaborate with Cost of Failure Analyst to address/avoid fines
Serve as Liaison to functional areas within the business by providing necessary information on customer expectations and service performance results, securing cooperation and involvement as necessary
Maintain accurate tables to ensure customer order shipment dates are properly assigned and integrity of data maintained and communicated
Support new product/program initiatives
Effectively channel/communicate necessary information internally/externally as appropriate
Skills & Qualifications
Strong computer and data analytic skills, including SAP, Power BI, advanced Excel, and the Microsoft suite of software
Data validation and expert attention to detail; has the ability and passion to find and resolve data inconsistencies
Monitoring, measurement, and metrics: knowledge of key business drivers for supply chain functions and ability to gauge effectiveness and performance
Collaboration and network building to drive results in a supply chain environment
Supply chain, data analytics, order management in manufacturing, distribution, or logistics type environment highly desirable.
Ability to prioritize and manage multiple projects/requests
Continuous improvement mindset
Agile, curious, empowered & inclusive
Newell Brands (NASDAQ: NWL) is a leading global consumer goods company with a strong portfolio of well-known brands, including Paper Mate, Sharpie, Dymo, EXPO, Parker, Elmers, Coleman, Marmot, Oster, Sunbeam, FoodSaver, Mr. Coffee, Graco, Baby Jogger, NUK, Calphalon, Rubbermaid, Contigo, First Alert and Yankee Candle. For hundreds of millions of consumers, Newell Brands makes life better every day, where they live, learn, work and play. Newell Brands and its subsidiaries are Equal Opportunity Employers and comply with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.