Customer Service Representative

Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. We’re focused on exciting opportunities within the home, security and commercial building markets. Our driving purpose is to 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.

At Fortune Brands, we’re building something big. We’re advancing exciting innovations in all of our products and processes. We’re delivering trust, dependability, sustainability, and style. To make it all happen, we’ve transformed our workplace into an environment where smart, ambitious people have the support to reach their fullest potential.

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

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. All our associates are trained to understand processes and systems as it relates to their role so that they can provide our customers with excellent service. Personable and professional under pressure with a motivated, energetic nature. They will support both individual and team initiatives and objectives to enhance business strategies.

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

Responsibilities

Responsible for timely and accurate order validation of $1 billion dollars of sales revenue/year 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; Use critical thinking skills to create the best outcome for each customer and Master Lock; 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); Perform other duties as assigned

Requirements

Associate’s or Bachelor's degree is preferred; Minimum of 1 year of customer service experience in a service industry; Proficient in Excel, Word, and PowerPoint, prior SAP experience is preferred; 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