[Remote] Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. Fortune Brands Innovations is hiring a Customer Service Representative to provide high-quality customer care to B2B customers. The role manages inbound calls and emails, processes and validates orders, responds to customer inquiries, and resolves issues while supporting customer experience and business objectives.

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
• 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

Skills

• Minimum of 1 year of customer service experience in a service industry
• 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
• Associate's or Bachelor's degree is preferred
• Prior SAP experience is preferred

Benefits

• Employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.
• Robust health plans
• A market-leading 401(k) program with a company contribution
• Product discounts
• Flexible time off benefits
• Adoption benefits
• Numerous ERGs (Employee Resource Groups) to foster a sense of belonging
• This is a remote role.

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