Position Title: Customer Service Sr. Specialist
Department: Customer Service - Winchester, VA
Reports to: Customer Service Supervisor
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.
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.
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
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.