Team Leader - Customer Service

Newell Brands is a leading $8.3B consumer products company with a portfolio of iconic brands such as Sunbeam, Rubbermaid, Sistema, Sharpie, Coleman and NUK, 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 and Leadership. 

We embrace and live our values every day, in all we do, together we have built a winning culture in which employees feel a true sense of belonging, fulfillment and satisfaction and act as a force for good.

About the role: 

At Newell Brands, we pride ourselves on delivering exceptional customer experiences, therefore, we are looking for a Customer Service Team Leader to join our dedicated group of team leaders, to lead and ensure delivery of high-quality service and seamless order processing. If you're passionate about customer service, team leadership, and driving continuous improvement, we'd love to hear from you!

As the Customer Service Team Leader, you will be responsible for overseeing a dedicated team of Customer Service Representatives. Your role will ensure that customer orders are processed accurately and efficiently, while fostering strong relationships with both internal and external customers. You will work cross-functionally with various departments to ensure the smooth flow of operations and superior service delivery.

What’s in it for you? 

• Join a highly regarded global organisation - leading the way!
• Play a key role within a collaborative, forward thinking team
• Be supported to excel in your role, ongoing learning, and development
• Be a part of a fun, hardworking and people focused organisation
• State of the art offices, great cafes, and onsite parking
• Competitive salary, great discounts, flexibility and so much more…

Qualifications & Experience:

• Completed Year 12 certificate (or equivalent).
• Minimum of 2 years of experience managing a customer service team, ideally within the FMCG, distribution or global organisation.
• Strong working knowledge of Microsoft Office (Excel, Outlook, Word, PowerPoint).
• Working knowledge of SAP, SALESFORCE and EDI system experience is preferred. 
• Proven track record of delivering outstanding customer service and driving team performance.
• Ability to work in a fast-paced environment and meet deadlines under pressure.
• Strong technical ability and problem-solving skills. 
• Work both collaboratively, independently and be a team player! 

Key Responsibilities:

• Lead and supervise a team of Customer Service Representatives to ensure timely and accurate order processing.
• Address customer inquiries regarding order status, product availability, and other service-related questions.
• Oversee accurate order entries and Electronic Data Interchange (EDI) systems.
• Validate product pricing, ensuring compliance and managing customer ordering expectations within partnership of sales teams.  
• Liaise with sales account managers, finance teams, and logistics to resolve any issues related to order processing or delivery.
• Monitor, analyze, and distribute regular reports on order progress, performance metrics, and customer satisfaction.
• Provide training, guidance, and ongoing development to the customer service team to improve product knowledge and service skills.
• Troubleshoot and resolve customer complaints, escalating when needed, while ensuring a positive outcome.
• Implement improvements to enhance team efficiency and customer experience.
• Manage team performance, set goals, and provide feedback to drive success.

Key Competencies:

• Customer Focus: Ability to understand and anticipate customer needs, delivering exceptional service.
• Team Leadership: Ability to motivate and develop a high-performing customer service team.
• Problem Solving: Analytical mindset to resolve customer issues efficiently and effectively.
• Communication: Strong verbal and written communication skills, with attention to detail and clarity.
• Adaptability: Positive, proactive attitude with a willingness to embrace change and continuous improvement.

If you are a proactive, customer-focused leader with a passion for driving results, we want to hear from you! Please submit your resume by 24th January 2025.