Position Title: Consumer Care Representative

Location: Carelines High Point COE

Position Summary:

CareLines, Newell Brands consumer services function, operates Centers of Excellence (CoEs) to support the handling of multi-lingual inbound consumer inquiries regarding pre-sales, sales and after-sales service via telephone, email, chat, social, ratings and reviews and other digital or written channels.

This role has specific accountability for supporting our consumers in North America for our Baby, Food and Commercial business units and other units and business processes as assigned.

The Consumer Care Representative is the direct point of contact and acts as a conduit for all consumers of Newell Brands. He / she will act as an ambassador for the consumer and is responsible for relaying information back to the organization through accurately logging all consumer interactions. This role will build and enhance relationships with consumers by troubleshooting, performing creative problem solving, entering orders, and answering product questions. The role will also engage with consumers in a way that exemplifies the values of all Newell Brands.

Specific Responsibilities:

• Proactively follows schedules and rosters to ensure consumers are consistently attended to and served without delay.
• Delivers individual and team service metrics to ensure department goals are met.
• Uses knowledge of product line, prices, delivery time, drop ship items, various marketing promotional services, and similar data, as required to ensure accurate information is communicated to consumers
• Engages with consumer through email, chat, phone, social, reviews, portal, etc. in a professional, solution-oriented manner to ensure the outcome is consumer centric.
• Multitasks between communicating with the consumer and logging information into the appropriate systems to provide relevant content to various stakeholders.
• Proactively identifies, sometimes outside of standard operating practices, a solution to resolve or meet the consumer’s need.
• Researches status of orders, records transactions, notates orders, and escalates, as needed, the issue to ensure resolution.
• Analyzes consumer case files to ensure the consumers perspective is accurately captured in the system.
• Prepares and forwards information to the Team Lead in circumstances that require escalation.
• Identifies and documents effectively in the relevant systems e.g., Consumer Relationship Management (CRM), SAP and other tools to locate the information needed for resolving inquiry or complaints.
• Places orders to accurately fulfill the request to the consumer.
• Creates and maintains consumer information and case management to relay accurate information back to the business.
• Advocates for the consumer in a relevant and appropriate way to support strategy and brand development
• Acts as an ambassador for Newell Brands when engaging consumers to ensure a consistent consumer experience.
• Maintains a general knowledge of business operations to direct the request to the appropriate person to resolve.
• Participates in focus groups to improve products, services, and processes.
• No direct management responsibilities.
• Collaborates with brand activation teams to share marketing best practices regionally or globally.
• Assists with general marketing, product quality, and ecommerce discipline functions, including overall ‘day-to-day’ operations of the brand and product lines.
• Complies with all company processes.
• Uses appropriate decision-making and approval processes in a timely manner.

Requirements:

• High school diploma or equivalent required; some college preferred
• 1 year of consumer service experience required
• 1-2 years of office assistant experience required
• Demonstrates intermediate proficiency in computer systems (i.e., Microsoft Excel, Microsoft Word, and Microsoft Outlook)
• Demonstrates excellent communication skills (i.e., strong phone etiquette, verbal communications, and grammatical and professional business skills)
• Demonstrates ability to communicate with external and internal sources (e.g., consumers, team members, marketing team, etc.)
• Demonstrates ability to communicate to all levels of management and others within the organization where decisions at times require diplomatic persuasiveness/assertiveness
• Demonstrates ability to be detail-oriented
• Demonstrates exceptional listening and analytical skills (i.e., proven problem-solving ability to analyze data and eliminate the cause for errors/problems)
• Demonstrates leadership, organizational, and follow-up skills required (i.e., limited supervision at times)
• Fluency in Spanish and French preferred