Newell Brands Service Experience Coordinator - Brantford, ON or Columbia, SC in Columbia, South Carolina
Live, Learn, Work and Play
Pure Fishing is a leading global provider of fishing tackle, lures, rods and reels with a portfolio of brands that includes Abu Garcia®, Berkley®, Fenwick®, Greys®, Hardy®, Hodgman®, Mitchell®, Penn®, Pflueger®, Sebile®, Shakespeare®, Spiderwire®, Stren®, Trilene® and Ugly Stik®. Pure Fishing is a division of Newell Brands (NYSE: NWL).
ResponsibilitiesThis position can be based in Columbia, SC or Brantford, ON. JOB SUMMARY: Responsible for working towards Best in Class Service while receiving, processing, and entering orders and accounting related work flow; handling Sale, Consumer and Customer inquiries and complaints in a timely fashion; interacting with consumers and customers through the contact center via chat rooms, websites, emails, social media, phone calls, faxes, etc. and/or for account management on selected key accounts. Individuals are expected to identify and be an active participant in process improvements that mutually benefit the Consumer, Customer and Pure Fishing, work towards providing Best in Class service, while demonstrating the Values and Behaviors of Pure Fishing. ESSENTIAL JOB FUNCTIONS: Seeks, understands, anticipates, and responds to the needs and expectations of internal and external customers. Provides exceptional service by focusing on meeting their needs through courteous attention to details, timely follow-up on all requests and issues, and follows through on all commitments made to the cutomer using systems, resources, processes/guidelines available.Readily available to work in the contact center (I3) to interact with consumers/customers to answer and research inquiries and resolve issues through the following means of interaction which includes but is not limited to phone calls, emails, chat, fax, & mail.Applies instructions from Purchase Orders/Requests received via phone, email, fax, mail, or electronic transmission form (B2B portal, EDI, etc.) for processing into SAP, ensuring customer satisfaction. Reviews purchase orders/requests and recommends modifications to ensure these are in accordance with our internal processes and programs to minimize our exposure.Resolve customers' service or billing issues, exceptions/deductions, and helps coordinate and address these with the appropriate support teams (Returns, Sales, Accounts Receivable, Distribution, Supply Chain/Forecast, Brand Management, etc.) COMPETENCIES: Works under immediate supervision. Has knowledge of commonly-used concepts, practices, and procedures/processes within the field. Job functions do not typically require exercising independent judgement and require guidance from a manager. Relies on standard operating procedures/processes, forms, and pre-established guidelines to perform functions of the job.Able to work in a fast-paced, ever-changing, team environment. Must have excellent time management skills; able to set priorities.Able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Able to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.Has successfully completed required basic training/orientation to perform basic job functions.Understands and can identify our service operational metrics and key performance indicators for PF.Strong verbal and written communication skills. Must possess good call and email etiquette in the workplace. MINIMUM QUALIFICATIONS: Education and Experience:
1. High school diploma is required. College degree preferred.
2. Has 0-2 years of experience in the field or in a related area.
3. Working knowledge of PC and Microsoft Office.
4. Must possess good data entry skills.
5. Must be fluent in French.
The position description does not constitute as an employment agreement between the employer and coworker and is subject to change at the discretion of the employer as the needs of the employer change. Equal Employment Opportunity
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: Pure Fishing, Inc.
Requisition Id: 112509
Location: SC - Columbia