**Position Title**: Costumer Service Leader **Location**: Cali, Colombia - hybrid model **Reports to**:Operations Manager This position is the point of contact between the company and both internal and external customers. It channels and develops the logistic synergies with customers, and new requirements applied to the development of E - Commerce. As the Costumer Service Leader you'll be responsible for lead the implementation of new sales models in terms of logistics processes with JBP (Join business plan) customers; responsible for solve disputes related to orders, returns, canceled sales, claims, and others. Works as a team to ensure timely processing and fulfillment of orders. Assures the service costs, fill rate and service level according to customers’ requirements. Provides information about order status to the Sales team and customers as required. Prepares reports, improvement plans and constantly monitor them. **Responsibilities** - To assure billing process:_ - To assure efficiency in billing processes. - To coordinate the processing of orders and the generation of the Sales daily report. - To monitor status of orders to make sure they are processed and delivered in a timely manner to the warehouse. - To coordinate invoicing and deliveries priorities requirements and analyze best alternative for each case. - Responsible for linking and managing customers who generate orders through EDI. - To assure the Back orders recovery. - To assure compliance of the electronic billing requirements. - To assure the linking of the sales team and customers to the Sales Portal for orders that are not generated through EDI. - To assure the process of price changes for orders that require it. - To assure alignment of databases:_ - Responsible for managing the continuous improvement of the customer databases. KPI must be <= 2% per month - To assure the phase out of the materials obsoletes in the customer databases. - To assure alignment of the master pack. **_T_**_o develop collaboration processes with Customers:_ - To develop close communication channels between customers and company. T2T meetings with customers, showing how the company strengthens the operational excellence with its customers. - To develop JBP “Join Business plan with the principals customers”. - To attend, channel and evaluate the customer’s special requirements, reviewing impacts on the daily business. - To generate efficiencies of Logistic Models (Ex: Crossdocking, Customers advice dispatch, among others). - To lead meetings with the sales team constantly. - To agree on the Service Level month by month with the customers who report it. - To attend the requirements of the commercial team that are within the processes of customer service. - E-commerce_ - To understand the new Ecommerce models and integrate them in the company's Business process. - To assure order processing, waybill generation, inventories and billing. - To coordinate the issue solving process in order to fulfill the delivery to final consumers (DTC). - To generate efficiency and automation processes. - Integrate new models in e-commerce - Metrics:_ - To generate and update monthly KPI metrics, including the key indicators of the service level process. - To generate report of Credit Notes (Rejected Orders + Returns) identifying causes to provide improvements that reduce this indicator. - To generate Back orders Report to assure recoveries and generate alarms to correct databases. - To generate Service Level Report with action plans to improve and achieve the company's goal (95%). - To assure service costs. - Generation of additional reports. - Bachelor’s degree - 3 years’ experience of Customer Service and Distribution processes with multinational companies in the consumer products sector. - High proficiency in SAP and MS Excel. - High level of organization and talent to prioritize tasks. - Strong orientation towards planning, execution and results. - Ability to manage quantitative data and analytical capabilities. - Capable of leading external support groups and manage third parties - Good communication skills in Spanish & English - Strong orientation to achievement. 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.