Newell Brands Consumer Affairs Specialist - The United States Playing Card Company in Erlanger, Kentucky
Position Title: Consumer Affairs Specialist
Reports to: Product Manager
Location: Erlanger, KY
For over 150 years, The United States Playing Card Company (“USPC”) has been the leader in the production and distribution of premier playing cards and a creator of innovative family-friendly games. Well-known and reputable brands such as BEE®, BICYCLE®, KEM®, ARISTOCRAT® and HOYLE® are just a few of our widely-recognizable brands. Whether it is a game of blackjack on the casino floor or game night with the family our brands and products play a part.
USPC constantly seeks to win with consumers by delivering exceptional user experience and we are looking for candidates who can elevate our efforts. The Consumer Affairs Specialist is essential to ensure communication coming in from our consumers is properly received, documented and resolved. This valued colleague is a front line of contact and represents our company and iconic brands in a way that is congruent with our values, history, culture and business practices.
The Consumer Affairs Specialist is an exceptional communicator who listens and takes time to understand what consumers are telling us. They document interactions with consumers, convey knowledge of our products and resolve any claims or issues using our established processes. We are looking for someone to join our wonderful team who enjoys people, demonstrates empathy and care while communicating, is detail oriented and organized.
Essential Functions and Responsibilities:
· Communicatewith Consumers
Is the frontline point of inbound communication with consumers from all channels including: social media, phone calls, email and mail.
Responsible for monitoring all channels and logging all interactions.
Demonstrates excellent verbal and written communication skills with consumers who reach out to us by telephone, mail, email, and social media channels including projecting a courteous and confident presence.
Researches new or complex matters for which a response is not readily documented.
Prepares and send appropriate responses.
Demonstrates keen time management while managing multiple communication streams and consumer sentiment.
· ResolvesConsumer Issues
Conveys knowledge of products and services based on in-house training and product knowledge base.
Works with internal resources in marketing, quality, administration, customer service and sales to resolve consumer requests or concerns expeditiously and efficiently.
Able to review defects and categorize them using reference materials.
Uses sound judgement in determining product loss reimbursement and escalation of communication or claims.
Uses deductive reasoning to understand and resolve claims with tact and discretion while adhering to business processes.
Devotes appropriate time to each engagement touchpoint.
Maintains accurate and detailed contact database.
Thoroughly documents/logs communication and claim information in a consistent and searchable way.
Builds and updates the knowledge base with new information gained in the course of daily work.
· ConsumerFacing: Communication and Resolution of Issues
Incoming and outbound communication with customers are consistently addressed in a professional matter.
Consumers receive timely acknowledgement of inquiry, answers to questions or resolution of issues.
Communications are closed and issues resolved in a way that leaves consumers with a positive impression, is commensurate with circumstance and adheres to internal policy.
Scores to periodic consumer feedback surveys confirm the above.
· InternalFacing: Documentation, Knowledge Building and Communication
Prepares and Reviews the log monthly with Marketing and Quality, summarizing trends and bringing anomalies to attention.
Escalates matters as necessary for resolution.
Updates internal documentation as needed and shares those updates in monthly report out.
Recommends process or documentation changes to streamline the collection and dissemination of information.
Knowledgebase is current and complete.
· Superior verbal and written communication
· Sense of urgency
· Problem Solving
· Time management
· Comfort and confidence working independently most of the time
· Basic Analysis of information and data
· Associates degree with 2 or more years of experience in a business setting.
· Clear speaking voice.
· Superior listening, verbal and written communication skills.
· Interpersonal savvy.
· Works comfortably in Excel, Word, Skype.
· Ability to learn and become proficient at internal and external business software solutions and systems to perform necessary functions. (e.g. SAP, Virtual Ticket, Spredfast)
· Ability to maintain and manipulate large amounts of data in a spreadsheet format.
· Able to enter data into data collection systems accurately and efficiently.
· Knowledgeable with formulas in Excel. Able to build formulas and pivot tables to extract data for reporting.
· Strong organization skills and ability to quickly respond to changes in demands.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
· Frequent use of telephone and computer
· Must be able to lift up to 35 pounds
· Walk up and down steps
· Sit for prolonged periods of time (6 - 8 hours a day)
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
· Office and warehouse environment.
· Environment is high speed, fast paced.
· Environment is hands-on.
Newell Brands (NASDAQ: NWL) is a leading global consumer goods company with a strong portfolio of well-known brands, including Paper Mate, Sharpie, Dymo, EXPO, Parker, Elmers, Coleman, Marmot, Oster, Sunbeam, FoodSaver, Mr. Coffee, Graco, Baby Jogger, NUK, Calphalon, Rubbermaid, Contigo, First Alert and Yankee Candle. For hundreds of millions of consumers, Newell Brands makes life better every day, where they live, learn, work and play. Newell Brands and its subsidiaries are Equal Opportunity Employers and comply with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.