Customer Service Representative

Fortune Brands Innovations (NYSE: FBIN) is an industry-leading home, security and digital products company with a portfolio of trusted brands, including Moen, House of Rohl, Therma-Tru, Larson, Master Lock, Yale residential, and Sentry Safe.

We are building a company that is determined to win, and we are clear about how: strong brands, great people, and disciplined execution.

You'll join a team that puts customers first, keeps its commitments, and cuts through complexity to deliver meaningful results.

If you're looking for an opportunity to make an impact and help shape what's next for our iconic brands, we'd love to meet you. Apply now.

Explore life at Fortune Brands here .

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.

Responsibilities

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).

Requirements

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

Nice to have

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