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

Education/ Experience:

  • 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: 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