Newell Brands Customer Service Representative/Consumer in Chelmsford, Massachusetts
Equal Employment Opportunity
WNA, a leading plastic ware manufacturer and marketer of high-quality plastic disposable products for the food service industry for over 40 years. We are growing and have the following opening:
Customer Service Representative/ Consumer
The Customer Service Representative, or CSR, will act as a liaison between the customer, sales and customer service department providing product/services detail and purchase order information that improves the order entry and management process. The goal is to ensure excellent repeatable service standards, while responding efficiently to customer inquiries that enhance the overall customer experience with our company.
The CSR is involved in all facets of the customer experience, purchase order management and sales support in the Retail & Ecommerce Channels Food, Drug, Mass and .com. Customer interactions will be with consumers & B2B customers alike addressing inquires, processing orders, handling customer complaints and working with sales team to ensure an excellent experience with WNA.
The ideal candidate will need to be a high energy self-starter that can work in a fast paced environment and capable of multi-tasking. This individual will need to be a natural problem-solver skilled at both troubleshooting and investigating order related issues in an efficient and effective manner.
Essential Functions and Responsibilities:
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with assigned accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Handle customer complaints quickly, provide appropriate solutions and alternatives in a timely manner; follow up with customer to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Take the extra mile to engage with customers
Enter orders into IFS system & confirm back to broker or customer
Investigate inquires and resolve problems. Assist sales personnel and representatives concerning shipping and product information
Interact with Traffic, Scheduling and Accounting as needed
File customer orders in designated area as needed
Establish and maintain effective working relationships within the department, the Corporation and the community; and maintain the professional competence, knowledge and skills necessary for the satisfactory performance of all duties assigned
A high school diploma or GED is required, Proven track record of excellent customer support experiences as a client service representative
Strong phone contact handling skills and active listening
Customer orientation and ability to adapt/respond to different types
Excellent verbal and written communication skills
Ability to multi-task, prioritize, and manage time effectively
3+ year’s customer service experience
Experience working in Customer Service for CPG company
Experience with .com customers and ecommerce/small orders
Familiarity with CRM systems and practices
Proficient in Excel, Word
Salary is commensurate with appropriate background and experience.
WNA offers an exceptional benefit package.
Qualified candidates are invited to apply in person, or forward resumes, with salary exceptions, to: WNA Human Resources, 6 Stuart Road, Chelmsford, MA. 01824. Attention Anna Silva:
E-mail: Anna.Silva@newellco.com Fax: (978) 935-4325
We participate in E-Verify.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
COMPANY: Waddington North America, Inc.
Requisition Id: 112402
Location: MA - Chelmsford