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Newell Brands Customer Service Representative in Aurora, Illinois

Position Title: Customer Service Representative

Reports to: Customer Service Manager

Location: Aurora, IL

Job Summary:

The purpose of this position is to manage the order to cash (OTC) process. This position works with all departments within the organization and acts as a customer liaison, using effective communication skills, delivering excellent customer service to both internal and external customers. This position requires high level of problem solving ability

Job Duties:

• Responsible for accurate and timely release of all orders. High level of problem solving and follow-up skills to resolve issues

 Validate product, pricing, unit of measure, terms, and credit approval

 Process EDI, manual and sample orders

 Allocate and release orders to distribution centers in accordance with customer requirements

 Enter order confirmation, tracking, inventory & invoice information as required to close out orders in customer portals

 Process returned goods, credits and rebills, as they relate to damaged product, shortages or overages of product within orders, mis-shipments, etc.

• Receive and respond to inquiries from customers, sales staff, internal departments, and vendors. Use professionalism and diplomacy to handle complaints, make adjustments, answer or initiate correspondence and make every effort to satisfy the customer

• Run and analyze daily reports in SAP

• Complete daily performance metrics and contribute to meeting customer’s expectations and service levels goals of 98%+ by monitoring on time and fill

• Develop and maintain effective relationships with transportation personnel to assure customer routings, tracking and obtaining proofs of delivery as needed

• Report and evaluate customer scorecards for root causals of non-compliance / penalties per customer’s routing guide.

• Work cross functionally with Sales, Trade Marketing, Demand & Production Planning, Logistics and Finance

• Active participant in customer meetings (internal and external)

• Create and maintain up-to-date job processes outlining customer specific exceptions or other related information needed to accurately complete job tasks for assigned areas


• 5+ years of Sales/Supply Chain/Customer Service experience

• College Degree preferred

• Previous SAP experience

• EDI order transmission knowledge

• Microsoft Office: Word, Excel and Outlook (must have excel experience in v-lookups and pivot tables)


• Ability to communicate to all levels of management and others within the organization both written and verbal

• Proven ability to prioritize daily workload with ad hoc needs of management and work well under pressure

• Positive Attitude

• Meets deadlines and completes tasks daily with minimum supervision

• Proven ability to analyze and deliver insights from multiple data sources

• Well organized and able to manage multiple projects with attention to detail

• Strong team player with solid interpersonal skills to build relationships with Customer Service, Sales, Marketing, Inventory, Logistics, Pricing, Customer Master, Credit, etc. as well as with the Customer

• Ability to escalate as required and have a high level of responsiveness

• Organization skills and ability to adjust to changing priorities

• Detail oriented

• Ability to work overtime when necessary, and travel as needed (10%)

• Work independently and perform multiple tasks

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 Opportunity Employers and comply with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.