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Customer Service

Company: Newell Brands
Location: High Point
Posted on: June 13, 2021

Job Description:

Title: Senior Customer Service Specialist

Location, High Point, NC

Reports to: Supervisor, Customer Administration

This individual will be responsible for the overall customer facing activity of assigned accounts in response to complete order management. This individual will be required to manage inbound phone calls and emails from both internal and external partners to anticipate and exceed customer expectations. This individual must be able to work within a fast-paced environment highly focused on proactive solutions designed to prevent escalated issues and enhance the customer experience. The individual in this role must be able to problem solve quickly and efficiently using viable solutions that address and correct an issue through root cause analysis. This is a critical role, making sure that behind the scenes all processes/systems are in place to ensure successful account management based on customer needs.

**Tasks & Responsibilities**

Serve as a primary point of contact for assigned customer accounts via inbound calls and or email correspondence.

+ Account Management

+ Have a complete understanding and working knowledge of account profiles, contacts, special order instructions, ordering cycles/patterns and routing.

+ Partner with Sales/Trade/Broker to ensure total customer satisfaction

+ Participate in ongoing communications with customer through scheduled routine meetings and reporting.

+ Identify trends that negatively impact performance and cost of failure.

+ Maintain appropriate account profiles.

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

+ Order Management

+ Manage vendor portals/websites

+ Assume ownership of executing the order management process to forecast.

+ Manage open orders in support of flowing orders faster.

+ Analyzes transactions, corrects records and adjust errors

+ Move orders faster to ensure on time & 100% service levels are met and addressed via vendor scorecards.Use SAP, Sales Force, Iris, Sales Analytics and BEX reporting tools to locate the information needed to resolve inquiries.

+ Serve as backup to other customer service teams for incoming calls and order processing as required.

+ Identify Customer's key measurements, methodology and systems used for vendor performance

+ Other duties as assigned (if any)

+ Limited supervision, expected to make decisions independently.

+ Communicates with both internal and external entities. In some cases, communication is with buyers from external customers as well as business owners.

+ High - Problem solving ability to analyze data, root cause errors and provide permanent resolution.

+ Ability to communicate to all levels of management and others within the organization. Decisions at times require representative to be diplomatically persuasive/assertive

Education:

+ High School Diploma required

+ 2 or 4-year degree preferred

+ Previous Customer Service Experience in similar role

+ High degree of professionalism and tact

+ Ability to communicate in verbal and written format to all levels of management and others within the organization.

+ Proven ability to keep information confidential.

+ Well organized with a proven ability to prioritize and work well under pressure with attention to detail.

+ Possess a positive "can-do" attitude

+ Strong professional presence

+ Detail oriented

+ Active listener

+ Strong analytical, critical thinking & problem solving skills

+ Self-motivated and "owns" all tasks and responsibilities

+ Meets deadlines and complete tasks daily with minimal supervision

+ Good working knowledge of systems and order flow process

Preferred:

+ SAP/CRM

+ Proficient to intermediate experience in Microsoft Office (Word, Excel, PowerPoint, Outlook

Required:

+ Flexibility, dependability

+ Some travel may be required < 10%

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.

Newell Brands is an equal opportunity and affirmative action employer. We provide all employees and applicants for employment with equal employment opportunities without regard to race, color, religion, gender, age, national origin, sexual orientation, gender identity, citizenship, immigration status, marital status, military status, any covered veteran status, disability status, genetic information, caregiving responsibilities or any other basis prohibited by law.

Keywords: Newell Brands, High Point , Customer Service, Other , High Point, North Carolina

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