Newell Brands Customer Service Supervisor - Rubbermaid Commercial Products in Winchester, Virginia
Title : Supervisor, CustomerService
Reports to : Sr. Manager, CustomerService - CCS
Supervises : Customer Service Team
General Responsibility :
The Customer Service Supervisor is responsible for directing and leading the day to day activities within the Customer Service organization in attainment of departmental and organizational goals, company compliance and customer satisfaction.
Responsible for interviewing, hiring, and training employees;planning, assigning, and directing work; appraisal and performance management;rewarding and coaching employees; addressing complaints and resolvingproblems.
Develop standard procedures and policies for improving the customerexperience.
Monitor business and process metrics to measure and managecustomer service effectiveness.
Maintain communication with customers and sales via email, phonecall, etc.
Monitor all aspects of the order management process to includeopen order book, delivery blocks, expedite delivery per customer requests andensure order flow business requirements are met.
Serve as liaison with manufacturing, planning, qualityassurance, and shipping personnel on orders.
Serve as primary point of contact for escalations with customersand sales as needed to ensure customer satisfaction and company compliance.
Participate in special projects as assigned.
4-yearcollege degree or equivalent experience in related field
Proven andconsistently demonstrated skills in exceptional customer service, relationship building,effective communication
Technical Capacity: SAP, SalesForce, SharePoint, BusinessAnalyzer, IRIS
Experience witheffectively implementing change and demonstrated results in execution
Flexibleavailability which may include evenings, weekends, and holidays, based onbusiness needs
Leadershipexperience in a fast-paced service environment
Experienceleading, developing and selecting teams
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 OpportunityEmployers and comply with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.