Sr Customer Service Specialist

Job ID: 3925

Newell Brands is a leading $8.3B consumer products company with a portfolio of iconic brands such as Graco®, Coleman®, Oster®, Rubbermaid® and Sharpie®, and 25,000 talented employees around the world. Our high-performance culture, unparalleled curiosity about the world around us, and talented people fuel our success. Our culture is enabled through our core values which guide all we do and how we win as One Newell. They are Integrity, Teamwork, Passion for Winning, Ownership & Leadership.

JOB SUMMARY:

Sr. Customer Service Specialist is handling FOB orders for Southeast Asia, Taiwan, Korean distributors and pacific customers:

• Manage $20M+ distributor sales orders purchase from Asia suppliers. 
• Be the primary point-of-contact with distributors.
• Design and execute customer service KPI measurement.
• Co-work with internal team on supplier lead-time, capacity and MOQ management

Logistics management:

• Container space trouble-shooting, LCL consolidation, shipping plan and special shipments/vessel schedule authorization for our customers to save the cost.
• Booking and on time shipments follow up

JOB DUTIES:

• Collaborate with US/Japan/EMEA counter parts, sales and NTC supply chain team to develop solutions to support $20M sales from 10+ SEA distributors and Pacific customers.
• Regulate and align the development and implementation of effective customer service strategy to support the company's strategic growth plan in both short and long term.
• Proceed sales orders from customers request using tracking report and SAP system. Schedule delivery within requested shipping window.
• Design and execute KPI to measure OTD and invoice accuracy in timely manners. Goal is 96%+
• Provide efficient service throughout the whole order procedure, logistics management and service fulfillment.
• Update weekly report to trace our status and ensure monthly closing data accuracy.
• Communicate with various team to resolve hot issues to meet our customer’s requirements,
• Weekly/bi-weekly conf. call with internal team/regions to address hot issues for customers’ orders.
• Ability to manage customer complaints for service, operation, and quality issues.  Coordinate with supply chain team, quality and R&D team to verify causes and liability of quality issues.
• Submit tickets to set up/ extend SKUs for SEA sales
• Design and execute economic shipping options (containerization arrangement and dead freight)
• Coordinate with customer assigned 3PL and vendors to ensure booking and shipments are on time for DI shipment.
• Support on customer’s outstanding invoices with finance team
• Coach teammates for best practice and standardized process. 
• Design and implement the process of SEA order operations as efficiently as possible, including SO management, 3PL coordination & management.
• Coordinate with other functions in NTC to ensure “best practice” processes across all areas of responsibilities.
• Ability to design customer service SOP to ensure alignment.

JOB REQUIREMENTS:

• Bachelor’s degree
• 5-8+ years of working experience on customer service role, supply chain field
• Working experience in international company is preferred
• In-depth knowledge of customer service in foreign company
• Ability to manage multiple priorities within deadline and prioritize effectively.
• Strong interpersonal skill, problem solving and service oriented.
• Familiar with SAP and Microsoft tools
• Good English written and spoken communication skills
• Strong analytical and presentation skills
• Proactive and “can do” mentality.
• Consumer goods industry background

Newell Brands (NASDAQ: NWL) is a leading global consumer goods company with a strong portfolio of well-known brands, including Rubbermaid, Sharpie, Graco, Coleman, Rubbermaid Commercial Products, Yankee Candle, Paper Mate, FoodSaver, Dymo, EXPO, Elmer’s, Oster, NUK, Spontex and Campingaz. We are focused on delighting consumers by lighting up everyday moments.