Newell Brands Manager, Customer Service - Retail/Table Top - Process Solutions in Fishers, Indiana

Position Title: Manager, Customer Service - Retail/Table Top

Reports to: Director, Retail Sales and Marketing

Location: Fishers, IN

Job Summary:

The Manager of Customer Service will provide leadership to the customer relations team, executing service policies, programs, and systems to support strategic direction. This role is a key interface between sales & supply chain responsible for the customer-service strategy of an organization delivering world class service.

Job Duties:

  • Delivers organization’s goals for customer services, as established at beginning of each year (i.e. fill rate, OTD and other key metrics). Reports monthly on performance and causal analysis of misses. Drive year-over-year improvement.

  • Services as the “face” of Company’s execution to the customer – communicates effectively and proactively, solve problems as they arise, drive a perception of trust and accountability in the mind of customers.

  • Manages “end-to-end” customer experience from order entry through order processing to customer satisfaction (post-interaction surveying).

  • Manages customer expectations, including identify and/or anticipating potential issues and resolutions.

  • Captures the voice of the customer through feedback management (represent customer view in internal decision-making/strategic planning).

  • Interact with customers through comprehensive communications channels, including customer visits as needed.

  • Provides effective leadership of the Customer Service department personnel as evidenced by developing a clear strategy, establishing and accomplishing objectives, performance/development management, etc.

  • Directs and participates in planning activities related to the preparation of operating budgets and forecasts of operations.

  • Administers Sarbanes Oxley corporate governance and reporting obligation within sales & distribution; providing supporting documents & records for audit assessment.

  • Develops, maintains and enforces consistent best practices, standardized processes, and reusable tools.

  • Poses no direct threat to the health or safety of himself/herself, of others, or to property. Defined as a significant risk of substantial harm that cannot be eliminated or reduced to an acceptable level by reasonable accommodation

  • Establishes and maintains effective work relationships within the department, the Corporation and the community; and maintains the professional competence, knowledge and skill necessary for the satisfactory performance of all assigned responsibilities.

Minimum Qualifications:

  • 10 Bachelor's degree in relevant discipline, or equivalent experience required; 7+years of management experience

  • Strong ability to lead improvement of both manual and automated systems.

  • Experience with standardized work procedures, e.g. SAP, CRM written job instructions, job aides

  • Team-oriented management style with demonstrated leadership and facilitation skills

  • Good planning and problem solving skills with proven track record in achieving results through teamwork.

  • Ability to communicate and work well with people from all levels of the organization; instruct and direct in a firm, fair and consistent manner

  • Proven track record in implementing significant change and continuous improvements (i.e. acquisition experience)

  • Strong communication skills. Strong relationship management skills with customers and personnel within the organization required. Strong organizational skills required.

  • Knowledge of and ability to manage the service department.

  • Ability to work evening and weekend hours during peak periods. Must have strong ethics and work as an effective, collaborative team member.

  • Bachelor's Degree in relevant discipline or equivalent experience required.

Certifications/Licenses/Registrations

  • Experience with Technology migrations, conversions and other customer-impacting enhancements (EDI, MEI, SAP)

  • Responsible for administering customer portals, websites which incorporate customers' needs with ongoing process-improvement projects and shows how the improvements provide direct benefits to customers (Data Sync Software Unix, Connx, Rapid Recall, Icix, Spec Connect, Store Brand Source, Retail Link, Specheck)

Physical Requirements and Work Environment:

  • Sitting at workstation approximately 85 percent of work time. Standing and walking approximately 15 percent of work time.

  • Must be able to travel 15-25 percent of work time.

  • Ability to work overtime or occasionally on weekends with short notice.

  • Typical office environment with shelves overhead and above work surfaces.

Newell Brands (NYSE: 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, Jostens, Marmot, Rawlings, Oster, Sunbeam, FoodSaver, Mr. Coffee, Rubbermaid Commercial Products, Graco, Baby Jogger, NUK, Calphalon, Rubbermaid, Contigo, First Alert, Waddington 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.