Customer Service Representative

Company Description

Fortune Brands Innovations, Inc. is an industry-leading innovation company focused on creating smarter, safer and more beautiful homes and improving lives. Our driving purpose is that we elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too.

When you join Fortune Brands, you become part of a high-performing team who are empowered to think big, learn fast and make bold decisions. We support an inclusive and diverse culture where everyone is encouraged and empowered to be their authentic selves, and where our differences and unique perspectives are a key strength.

Explore life at Fortune Brands here.

Job Description

The Customer Service Representative is responsible for providing high quality customer care to create a positive experience for our B2B customers. This role requires the ability to work in a fast-paced environment that entails the management of inbound calls, emails from customers as well processing customer orders while maintaining accuracy.

This is a remote role. Regular hours are Monday through Friday from 8am to 5pm.

RESPONSIBLIITIES:

• Responsible for timely and accurate order validation of high volumes of sales revenue ensuring understanding of service expectations to unique and varying customer requirements.
• Manage order modifications in alignment with customer requests while mitigating negative service impact and dollarized fine risk where applicable.
• Respond to customer inquiries including order status, inventory availability, product information, order discrepancies (claims/returns), account status, pricing and sales programs.
• Manage and assess customer-related problems or issues and develop and implement appropriate resolution in all interactions via phone, email and fax while meeting customer experience communications standards.
• Work effectively and collaboratively with cross-functional departments, including but not limited to Pricing, Sales Administration, Transportation, Finance, Quality, Marketing and the field Sales Force.
• Ensure a thorough understanding of current technology to promptly respond to customer requests, including but not limited to Delivery Ware, Team-Email, Customer Web-sites, and Electronic Data Interchange (EDI).

Qualifications

BASIC QUALIFICATIONS:

• Minimum of 2 years of customer service experience in a service industry
• Proficient in Excel, Word, and PowerPoint
• Ability to manage a high volume of work with accuracy
• Possess excellent interpersonal, written and oral communications skills as well as effective problem solving skills
• Demonstrated ability to work independently, cross-functionally and in a team environment

PREFERRED QUALIFICATIONS:

• Associate’s or Bachelor’s degree is preferred
• Prior ERP (SAP, Oracle, etc.) experience preferred

Additional Information

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is $31K – $44K USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.

At Fortune Brands Innovations, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits, inclusive fertility / adoption benefits, and more. We offer numerous ERGs (Employee Resource Groups) to support inclusivity and our associates’ feeling of belonging at work.

Fortune Brands Innovation (FBIN) is built on industry-leading brands and innovation within our operating segments: water, outdoors and security. We have an impressive track record of strong financial results, market outperformance and growth, which translates into career and professional growth opportunities for associates. Please visit our website at fbin.com to learn more.

Equal Employment Opportunity

FBIN is an equal opportunity employer. FBIN evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.

We are committed to a diverse and inclusive workplace and encourage applicants from all backgrounds to apply. To support our efforts, we invite you to voluntarily share your gender, ethnicity, and veteran status. This information is confidential and helps us ensure an inclusive hiring process and improve our diversity initiatives.

Reasonable Accommodations

FBIN is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please contact us at fbinleave.fbhs@fbin.com and let us know the nature of your request along with your contact information.

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