Customer Service Sr. Specialist

Newell Brands Winchester , VA 22603

Posted 2 months ago

Position Title: Customer Service Sr. Specialist

Department: Customer Service - Winchester, VA

Reports to: Customer Service Supervisor

PRIMARY FUNCTION

Member of team responsible for the overall management of an assigned strategic customer base, including customer communications, trouble-shooting, order management, service performance, and vendor compliance. Assists in the management of all aspects of the demand chain process; from receipt of order to delivery, including involvement with inventory/forecasting, claims resolution, sales and marketing support.

SPECIFIC RESPONSIBILITIES

Serve as primary point of contact for assigned strategic accounts involving all aspects of customer service.

Maximize customer satisfaction through accurate and timely order management.

Develop and implement strategies and processes for continuous improvement in customer servicing.

Assist Sales & Marketing with promotional and program follow-up and interface to ensure effective implementation.

DUTIES

Identify customer's key measurements and vendor requirements

Resolve and report discrepancies in service scorecard within 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 business by providing necessary information on customer expectations and service performance results; securing cooperation and involvement as necessary

Resolve and report discrepancies in product availability and pricing

Manage and maintain EDI, portal and manual orders

Have complete understanding and working knowledge of account profile, special order instructions, customer master information

Maintain accurate account profile and tables

Support new product/program initiatives

Effectively channel/communicate necessary information internally/externally as appropriate

Provide account status to sales representatives and managers as appropriate

Respond to all customer inquiries: telephone, e-mail, facsimile, in a professional and timely manner

Serve as backup to other assigned accounts

Qualifications

Previous experience in Customer Service

Previous experience in SAP and CRM systems preferred

Excellent verbal, written and presentation skills. Will have direct contact with Customers.

Ability to influence and negotiate

Solid analytical, critical thinking, and decision-making skills

Proficient in Microsoft Office suite; including Excel, Word, PowerPoint

Work effectively within dynamic team environment, with other departments, and various levels of management, sales personnel and customers

Willingness to accept and ability to manage responsibility with minimum supervision

Good working knowledge of systems and order flow process

Ability to work overtime as needed

Some travel may be required

Canadian French language a plus

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 OpportunityEmployers and comply with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.



icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Sr Customer Support Specialist

Monoflo International

Posted 1 week ago

VIEW JOBS 1/5/2020 12:00:00 AM 2020-04-04T00:00 Summary: The Customer Service Representative III will be responsible for the daily support of all sales activity for accounts (including Top 20 accounts) in key industry markets and regional geography. The individual will be the liaison between Customers, Sales Team, Production and Logistics. The individual will be responsible for providing industry leading customer service. Essential Duties and Responsibilities: * Provide complete service support to designated key accounts and field sales representatives within an assigned region * Provide excellent service by understanding and proactively handling entire sales cycle, including, but not limited to: * obtaining freight estimates * processing quotation inquiries and issuing quote * order tracking (from quote to production through shipment) * writing up orders * stock status * follow-up after shipping * inquiring for future needs * return authorizations and support issues * Daily review of various reports, such as open orders and order acknowledgement * Prepare daily/weekly reports for internal and external parties as required * Participate in weekly Customer conference calls, as required * IQMS order entries and edits * Understanding of all Monoflo products, services and their application with the ability to communicate these to customers and prospects * Serve as the main plant contact for Customers and Sales Team * Work with Logistics and/or Scheduling to prioritize orders; escalate to Customer Service Representative Lead as needed * Support Accounts Receivable in the collection and management of outstanding accounts * Initiate outbound telephone and email contact to key target accounts in coordination with Sales Managers * Assist with qualifying new business from existing customers * Update customer contact information in contact management software on an as needed basis * Other duties as assigned by the Supply Chain Manager * Assist Customer Service Representative Lead * Report to Customer Service Representative Lead and then Supply Chain Manager Qualifications: * Fluent in Spanish a must * Two years of college preferred; three to five years of customer service experience is required (manufacturing environment experience preferred) * Must be a self-starter with high initiative and ability to work independently with minimal guidance * Ability to organize and prioritize tasks/projects to meet deadlines; manage several tasks simultaneously * Detail-oriented * Must be very adaptable to manage changes in priorities * Strong computer skills including Microsoft Office and Adobe Acrobat * Experience with manufacturing ERP or database systems (IQMS preferred) a plus * Strong communication skills both written and verbal Monoflo International is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law. Monoflo International Winchester VA

Customer Service Sr. Specialist

Newell Brands