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
+ Participate in ongoing communications with customer through
scheduled routine meetings and reporting.
+ Identify trends that negatively impact performance and cost of
+ 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
+ Order Management
+ Manage vendor portals/websites
+ Assume ownership of executing the order management process to
+ 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
+ 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
+ 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
+ Self-motivated and "owns" all tasks and responsibilities
+ Meets deadlines and complete tasks daily with minimal
+ Good working knowledge of systems and order flow process
+ Proficient to intermediate experience in Microsoft Office
(Word, Excel, PowerPoint, Outlook
+ 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
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.