B2B Casino Customer Service Specialist - The United States Playing Card Company

Job Description

Position Title: B2B Casino Customer Relationship Specialist Reports to: Casino Customer Service Manager Location: Erlanger, KY Job Summary:

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, we’ve got you covered.

The B2B USPC Casino Customer Relationship Specialists are essential to the casino sales organization, representing our industry-leading brands daily to the largest casinos in the world. They are leaders who possess strong communication skills on the phone, via email and in-person. They are caretakers of relationships with customers that may have been established decades ago, and builders of new relationships with new accounts.

Job Duties:

Primary responsibilities include learning all aspects of products, USPC ordering process, and the customer service experience that differentiates our brands from competition.

While working closely with casino account executives, the USPC casino customer relationship specialists:

• Use their project management skills and USPC’s information systems to ensure that casino orders are delivered on time as the customers as specified and in compliance with all regulations.
• Use their communication skills to ensure the account executive, customer, and internal cross-functional partners are fulling informed throughout the customer experience.

USPC is seeking candidates who have strong desire to continually grow, and expand their skills as the organization constantly seeks to deliver world-class customer service.

Minimum Qualifications:

· Customer Relations Management

- Be a confident and polished communicator who uses telephone, email and other communication methods to develop relationships and understanding of business (internal and external) to ensure USPC delivers on its promises to customers.

- Coordinates with customer, account manager, regulatory compliance, operations and Logistics teams to ensure orders will be accurate and on time.

- Works with account executives and customer to ensure new accounts order details, artwork, payment terms, delivery details are collecting accurately from customer and setup in USPC’s information systems.

- Manage all aspects of repeat orders from existing customers.

- Works with operations team, designers, and internal product production specs to ensure orders are complete and accurate.

- Complies with and advises on improvements of existing and future customer service processes.

- Ensures account executive and legal staff have accurate information on pricing, and orders for sales contracts.

- Ability to create a positive customer experience if the customer has an issue or complaint that needs to be solved.

· Administration and process ownership

- Timely and constructive use of CSR/Sales Enablement tools (such as CRM - SalesForce.com, Order Processing System, Artwork System, etc) to execute customer service processes and centralize associated core critical communication documents to effectively pursue targets.

- Self-disciplined and self-driven; effectively utilizes internal teammates and has their support to drive results.

- Manages customer and USPC inventory for Casinos

Success Measures

· Customer Acquisition.

- Focus resources – time, effort and creativity – to support target growth rates.

· Customer Retention.

- Demonstrated ability to anticipate customer needs

- Able to Maintain 99% retention rate of existing customers as measured by YoY sales $.

- Meets or exceeds transactional quality goals

Core Competencies:

· Customer Focused

· Problem Solving

· Innovative

· Leadership

· Discipline

· Effective Communication

· Excellence in Execution

Preferred Qualifications:

· Bachelor’s degree preferred

· 3-5 years customer service experience/sales assistance

· Strong organization skills and attention to detail - Ability to prioritize and respond to changes in demands and customer needs, accurately and quickly.

SKILLS:

· Project/Order Management

· Demonstrated ability to track Inventory

· Effective uses of ERP system such as SAP, and MS Office: Excel, Word, PowerPoint, Outlook e-mail for reporting and communication.

MATHEMATICAL SKILLS:

· Ability to analyze data including tracking inventory, order quantity, timeline planning and has basic understanding of key business metrics and terms. (Price, Margin, Discounts, invoice, purchase order)

· Ability to create summary reports

REASONING ABILITY:

· Must be able to make advanced level decisions relative to changing customer needs

PHYSICAL 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.

· 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 )

WORK ENVIRONMENT:

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.