Sr Customer Service Specialist

Winchester, VA
Jan 27, 2022
Jan 29, 2022
Customer Service
Full Time
b'Position: Senior Customer Service SpecialistnLocation: Winchester, VAnReports to: Supervisor, Customer ServicenPRIMARY FUNCTION :nMember 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.nSPECIFIC RESPONSIBILITIES:nServe as primary point of contact for assigned strategic accounts involving all aspects of customer service.nMaximize customer satisfaction through accurate and timely order management.nDevelop and implement strategies and processes for continuous improvement in customer servicing.nAssist Sales & Marketing with promotional and program follow-up and interface to ensure effective implementation.nDUTIES :n* Identify customerxe2x80x99s key measurements and vendor requirementsn* Resolve and report discrepancies in service scorecard within required timeframen* Identify trends negatively impacting performance and cost of failure & collaborate with Cost of Failure Analyst to address / avoid finesn* Serve as Liaison to functional areas within business by providing necessary information on customer expectations and service performance results; securing cooperation and involvement as necessaryn* Resolve and report discrepancies in product availability and pricingn* Manage and maintain EDI, portal and manual ordersn* Have complete understanding and working knowledge of account profile, special order instructions, customer master informationn* Maintain accurate account profile and tablesn* Support new product/program initiativesn* Effectively channel/communicate necessary information internally/externally as appropriaten* Provide account status to sales representatives and managers as appropriaten* Respond to all customer inquiries: telephone, e-mail, facsimile, in a professional and timely mannern* Serve as backup to other assigned accountsnQualifications:nPrevious experience in Customer ServicenPrevious experience in SAP and CRM systems preferrednExcellent verbal, written and presentation skills. Will have direct contact with Customers.nAbility to influence and negotiatenSolid analytical, critical thinking, and decision-making skillsnProficient in Microsoft Office suite; including Excel, Word, PowerPointnWork effectively within dynamic team environment, with other departments, and various levels of management, sales personnel and customersnWillingness to accept and ability to manage responsibility with minimum supervisionnGood working knowledge of systems and order flow processnAbility to work overtime as needednSome travel may be requirednNewell 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.nNewell 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.'