Customer Service Representative

At Fortune Brands Innovations, we believe that our innovation and success are fueled by the passion of our people and the strength of our teams. Together, we work to fulfill dreams of home by aligning around common goals, being agile in the face of change, holding ourselves accountable, and acting with integrity and transparency. We succeed when everyone belongs and strive to build a Home for All where all associates can be their true, authentic selves at work. Learn more about our culture 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 hybrid 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.; Advanced English language; 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.