JOB SUMMARY:
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. This is a remote role.
RESPONSIBILITIES (10 or less bullets):
- 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
- 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
- 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
Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $35,000 USD - $45,000 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, 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, adoption benefits, and more. We offer numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates.
Fortune Brands is built on industry-leading brands and innovation within the high-growth categories of water, outdoors and security. The Company makes innovative products for residential and commercial environments, with a growing focus on digital solutions and products that add luxury, contribute to safety and enhance sustainability. To learn more, visit our website at fbin.com.
Equal Employment Opportunity
Fortune Brands is an equal opportunity employer. Fortune Brands 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.
Reasonable Accommodations
Fortune Brands 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 ada@fbin.com and let us know the nature of your request along with your contact information.
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To protect yourself from fraudulent job postings or recruitment scams, please note that Fortune Brands job postings are exclusively hosted on our website at fbin.com/careers via our SmartRecruiters platform. Fortune Brands will never request banking information or sensitive personal details until an offer of employment has been accepted and the onboarding process begins.