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Customer Service Analyst

**Position Title: Customer Service Analyst**

**Reports to: Customer Service Supervisor**

**Location: Huntersville, NC**

**PRIMARY FUNCTION AND RESPONSIBILITIES**

This position is responsible for providing excellent customer service and order management while maintaining strong professional relationships with strategic customers, sales and supply chain teams and external business partners. The Customer Service Analyst will be required to use analytical tools, reports, and partnerships to identify operational gaps and develop sustainable solutions to maximize internal and external efficiency and customer satisfaction. This role will be a member of a high-functioning strategic customer service team with primary responsibility for order management, service performance, and vendor compliance.

**DUTIES**

+ Gather key demand data using data collection techniques (e.g., downloading of transactional data to spreadsheet format), analyze data for insights, and create presentations to report results to Management.

+ Manage and maintain order book for business unit with a primary focus on strategic accounts

+ Identify customer’s key measurements and vendor requirements

+ Resolve and report discrepancies in service scorecard within the required timeframe

+ Identify trends negatively impacting performance and cost of failure & collaborate with Cost of Failure Analyst to address/avoid fines

+ Serve as Liaison to functional areas within the business by providing necessary information on customer expectations and service performance results, securing cooperation and involvement as necessary

+ Maintain accurate tables to ensure customer order shipment dates are properly assigned and integrity of data maintained and communicated

+ Support new product/program initiatives

+ Effectively channel/communicate necessary information internally/externally as appropriate

Skills & Qualifications

+ Strong computer and data analytic skills, including SAP, Power BI, advanced Excel, and the Microsoft suite of software

+ Data validation and expert attention to detail; has the ability and passion to find and resolve data inconsistencies

+ Monitoring, measurement, and metrics: knowledge of key business drivers for supply chain functions and ability to gauge effectiveness and performance

+ Collaboration and network building to drive results in a supply chain environment

+ Supply chain, data analytics, order management in manufacturing, distribution, or logistics type environment highly desirable.

+ Ability to prioritize and manage multiple projects/requests

+ Continuous improvement mindset

+ Agile, curious, empowered & inclusive

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.

Newell Brands is an equal opportunity and affirmative action employer. We provide all employees and applicants for employment with equal employment opportunities without regard to race, color, religion, gender, age, national origin, sexual orientation, gender identity, citizenship, immigration status, marital status, military status, any covered veteran status, disability status, genetic information, caregiving responsibilities or any other basis prohibited by law.

Customer Service Analyst

Full time
Winchester, VA 22601

Published on 04/10/2021

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