Position Title: Customer Service Specialist

Location: Hattiesburg, MS

Reports to: Manager, Customer Service

Job Code: Non- Exempt Hourly w/OT

Primary Purpose of Position:

Managing Newell Brands, Cross Functional business unit Strategic Customers (Top Tier) with significant value being identified as growth trajectory partner. Responsible for the process and control of sales orders, using effective communication with operations regarding inventory issues within assigned areas and detailed verification of invoicing to customers.

Essential Functions and Responsibilities:

• Services all aspects of the customer service with managing order submission, shipment, communication, working proactively to solve problems quickly without disruption of supply chain service.
• Responsible for all SAP order to cash functionality and accountability for order execution. Monitoring daily instock, forecast and inserting allocation quantities in system table.
• Subject matter expert for policies, procedures, product services and strategy of the supported business unit and or ALL Newell Business Unit product lines, including Paper Mate®, Sharpie®, EXPO®, Parker®, Elmer’s®, Calphalon®, Rubbermaid®, Graco®, Baby Jogger®, Ball®, Rubbermaid Commercial Products®, Coleman®, Contigo®, Foodsaver®, NUK®, Oster®, Sunbeam® and Yankee Candle®.
• Interact with customers through comprehensive communications, via email, Salesforce, phone calls, fax and/or partnering with Sales Manager attending virtual customer check-in meetings providing supporting documentation regarding order status and completion.

• Develop working relationships with operations, 3rd party transportation team Ryder, distribution, inventory, and production personnel to help ensure proper inventory levels and product transfers are in accordance with sales forecasts.
• Develop and maintain effective working relationships with inventory and production personnel to help assure proper inventory levels and assist in inventory allocations in accordance with sales forecasts. Will be working closely on manual allocation process and executing.
• Distributes daily, weekly, monthly reports with specific cut cancellations and strategic customer allocation balances
• Liaison and leader of pricing discrepancies and resolution of sales orders, quickly identifying stop gaps, locating and contacting accountable associate and working to resolve immediately. Will provide customer service support and guidance.
• Attend daily department check-in conference calls, planning meetings and substitute for “other” meetings if asked to participate
• Establishes and maintains effective work relationships within the department, the Corporation, and the community; and maintains the professional competence, knowledge and skill necessary for the satisfactory performance of all assigned responsibilities.
• Requires regular attendance to perform essential element as contained herein between the assigned start and end times for work.
• Performs such individual assignments as management may direct.

• Receive and respond to inquiries from customers, sales staff, internal departments, and vendors. Use professionalism and diplomacy to handle complaints, adjust, answer or initiate correspondence and make every effort to satisfy the customer.
• Work collaboratively with teammates to assist with cross-training, support, back-up coverage.
  

Experience/Knowledge

• SAP Experience
• CRM Salesforce Experience
• Intermediate Excel User
• Good planning and problem-solving skills with proven track record in achieving results through teamwork.
• Ability to communicate and work well with people from all levels of the organization; instruct and direct in a firm, fair and consistent manner if asked, specifically related to service
• Strong communication skills. Strong relationship management skills with customers and personnel within the organization required.
• Ability to work evening and weekend hours during seasonal peak periods.
• Experience with CPG mass customer retail portals, Walmart, Lowes, Amazon, Grocery or Specialty sites

Technical Role

• Specific understanding of the SAP SD (sales and distribution) module and a demonstrated ability to analyze and improve processes required

Physical Requirements:

• Ability to work from home – remote office or if requested for in person office training (must abide by all Covid-19 safety protocols)

Newell Brands (NASDAQ: NWL) is a leading global consumer goods company with a strong portfolio of well-known brands, including Rubbermaid, FoodSaver, Calphalon, Sistema, Sharpie, Paper Mate, Dymo, EXPO, Elmer's, Yankee Candle, Graco, NUK, Rubbermaid Commercial Products, Spontex, Coleman, Campingaz, Oster, Sunbeam and Mr. Coffee. Newell Brands' beloved, planet friendly brands enhance and brighten consumers lives at home and outside by creating moments of joy, building confidence and providing peace of mind. Newell Brands and its subsidiaries are Equal Opportunity Employers and comply with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.