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


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.

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