Customer Service Representative

Customer Service Representative

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 will support the Securities business to business (B2B) call center functions. You'll work closely with different departments to ensure orders are being placed accurately, on time delivery of shipments, providing quotes and entering orders for our customers and distributors. You'll be using multiple resources to help guide customers on product understanding and selection.

Responsibilities:

• Develop and maintain knowledge of our products, policies, and procedures to accurately aid both internal and external customers in a timely manner.
• Entering and providing quotes, order status, product recommendations as well as assisting with issues presented over phone and email.
• Ability to navigate and understand multiple tools used throughout your day to input and retrieve needed information for customers.
• Provide strong business to business customer service, understanding our top customers and their special requirements.
• Work closely with Sales, Order Management, Order Entry, Manufacturing, Distribution Centers, and Transportation to ensure a seamless experience for our B2B customers and sales teams.
• Provide appropriate updates via phone and email with internal and external customers regarding the situations presented daily.
• Providing world class customer service in a fast-paced call center environment for the largest padlock manufacturer. Building customer relationships for an ongoing excellent customer experience.
• Ability to take limited information from customers and use your resources for product recommendations.
• Individually contributing to the team's success by meeting daily/monthly goals and metrics related to phone availability/handling, schedule adherence, and customer satisfaction.
• Participate in projects and initiatives that support call center needs and goals as needed.

Qualifications

• High school diploma or equivalent required. College degree or currently working towards the completion of a college degree strongly preferred.
• Previous experience working in a product call center, order entry department, or other fast-paced customer service environment.
• Strong organizational, prioritization/time management skills and ability to multi-task.
• Excellent interpersonal skills required; ability to interface with customers in a manner which instills confidence in our company and its' products; ability to successfully interact with variety of customers and collaboration across the organization to and work through challenging situations.
• Strong verbal and written communication skills.
• High comfort level with rapidly changing technology; ability to quickly learn and apply computer skills.
• Must be able to work in and adapt to a dynamic, fast paced, multi-tasking, team-based environment.
• Familiarity with Microsoft Office applications preferred.

Additional Information

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $30,000 USD - $44,000 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 (including half-day summer Fridays per policy), inclusive fertility / adoption benefits, and more. We offer numerous Employee Resource Groups to support inclusivity and our associates' feeling of belonging at work.

Fortune Brands is a brand, innovation, and channel leader focused on exciting, supercharged categories in the home products, security, and commercial building markets. Our portfolio of brands includes Moen, House of Rohl, Aqualisa, SpringWell, Therma-Tru, Larson, Fiberon, Master Lock, SentrySafe, and Yale residential.

Fortune Brands is headquartered in Deerfield, Illinois and trades on the NYSE as FBIN.

Equal Employment Opportunity:

FBIN is an equal employment opportunity employer and does not discriminate against any applicant based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.

Reasonable Accommodations:

FBIN is committed to working with and providing reasonable accommodation to applicants with disabilities. If 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. Resumes submitted to this email address will not be responded to.

To protect yourself from fraudulent job postings or recruitment scams, please note that FBIN job postings are exclusively hosted on our careers page at www.fbin.com/careers.