Customer Service Representative

Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. The Customer Service Representative is responsible for providing high quality customer care to B2B customers, managing inbound calls and emails, processing orders, and ensuring customer satisfaction in a fast-paced environment.

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:

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