About us

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, Rubbercleaner, 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.

Position Title: Customer Service Sr. Specialist
Position Location: 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
• Proficiency 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

Job Type: Full-time

Pay: $22.50 - $23.50 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift
• Morning shift
• No nights

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Winchester, VA 22601: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Have you ever been terminated from a position?
• Have you ever been counseled for attendance?
• This position is in Winchester, VA. Is this a viable location for you to get to?
• Desired Compensation?

Experience:

• SAP CRM (Preferred)
• Salesforce (Preferred)

Work Location: In person

Job Type: Full-time

Pay: $22.50 - $23.50 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift
• Morning shift

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• In-person

Application Question(s):

• Desired Compensation?

Work Location: In person

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