Job Opportunities in United States
November 5, 2024
Newell Brands
High Point
FULL TIME
Leader, Customer Service Projects
Job ID: 2743
Alternate Locations:
Newell Brands is a leading $8.3B consumer products company with a portfolio of iconic brands such as Graco®, Coleman®, Oster®, Rubbermaid® and Sharpie®, and 25,000 talented employees around the world. Our high-performance culture, unparalleled curiosity about the world around us, and talented people fuel our success. Our culture is enabled through our core values which guide all we do and how we win as One Newell. They are Integrity, Teamwork, Passion for Winning, Ownership & Leadership.
Position Overview:
The Leader, Customer Service Projects - NA will report to the Director Customer Service Operations, Projects & Productivity. This individual will assist the implementation of Customer Service business projects and process improvement activity with the end result of optimizing cost-to-serve, accelerate order flow in the Newell Brands North America market. This individual will monitor/improve service to trade customers, and to develop operating systems to strengthen total team productivity. This individual leader plays a vital role in defining all customer service support requirements for our agents, operational alignment tasks with customer service function leaders, Newell Brands business segments and corporate supply chain functions while maintaining the project scope, and scheduling timelines.
Major Duties and Responsibilities:
The NA project leader will be required to:
Key Qualifications:
Additional Responsibilities:
Strong documentation, tracking and information feeding to the Improvements Director Customer Service Operations, Projects & Productivity Educational Requirements:
Work Experience Requirements:
Alternate Locations:
Newell Brands is a leading $8.3B consumer products company with a portfolio of iconic brands such as Graco®, Coleman®, Oster®, Rubbermaid® and Sharpie®, and 25,000 talented employees around the world. Our high-performance culture, unparalleled curiosity about the world around us, and talented people fuel our success. Our culture is enabled through our core values which guide all we do and how we win as One Newell. They are Integrity, Teamwork, Passion for Winning, Ownership & Leadership.
Position Overview:
The Leader, Customer Service Projects - NA will report to the Director Customer Service Operations, Projects & Productivity. This individual will assist the implementation of Customer Service business projects and process improvement activity with the end result of optimizing cost-to-serve, accelerate order flow in the Newell Brands North America market. This individual will monitor/improve service to trade customers, and to develop operating systems to strengthen total team productivity. This individual leader plays a vital role in defining all customer service support requirements for our agents, operational alignment tasks with customer service function leaders, Newell Brands business segments and corporate supply chain functions while maintaining the project scope, and scheduling timelines.
Major Duties and Responsibilities:
The NA project leader will be required to:
- Review, analyze, document and track the requirements of the project throughout its lifecycle.
- Lead testing efforts to support project execution
- Create, manage and disburse reports related to the project
- Lead medium to large scale projects to reduce work in customer service. This will include using full project implementation methodology
- Support customer service by identifying potential process improvements and work with customer service leaders to implement new processes
- Support Sr. manager with task to align project deck to coordinate synergy and leverage efforts with Customer Service functions in EMEA, APAC and LATAM. Team will be tasked to develop and maintain an ongoing project funnel of savings and productivity gains of $2,000,000
- Supervise others assigned to project teams to complete the project within its planned scope, schedule and budget
Key Qualifications:
- Strong leadership skills. Ability to identify and challenge the “status quo”.
- Proven team leaded with supervisory experience.
- Productivity cost identification and project tracking skills
- Strong record of cross-functional collaboration success
- Strong understanding of the Newell Brands Customer Service business model and processes
Additional Responsibilities:
- Individual will be a self-starter who is self-managed and can lead small to medium project teams from development to completion. Individual will own all projects exclusive to Canada as well as the ‘Canadian’ portion of NA projects.
Strong documentation, tracking and information feeding to the Improvements Director Customer Service Operations, Projects & Productivity Educational Requirements:
- Bachelor’s Degree
Work Experience Requirements:
- 5+ years CS business with expertise in the NA CS OTC business model with strong understanding of the unique business processes.
- High level of working experience and proficiency in SAP / SFDC
- High level of proficiency in executive level communication. Excellent organization and strong presentation skills. Ability to provide professional analysis to executive leadership.
- Demonstrated communication and teamwork abilities.
- Strong analytical skills and sound financial acumen
- Proficient in MS Office with particularly strong abilities with Excel
- Supervisory or managerial experience of small to medium size teams.
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