Customer Service Representative - US

Company Description

At Fortune Brands Innovations, we believe that our innovation and success are fueled by the passion of our people and the strength of our teams. Together, we work to fulfill dreams of home by aligning around common goals, being agile in the face of change, holding ourselves accountable, and acting with integrity and transparency. We succeed when everyone belongs and strive to build a Home for All where all associates can be their true, authentic selves at work. Learn more about our culture here.

Job Description

The Customer Service Representative will support the Security 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.

YOUR ROLE:

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 it's products and business; ability to successfully interact with variety of customers and collaborate across the organization to 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.

PREFERRED QUALIFICATIONS:

Familiarity with Microsoft Office applications preferred.

Additional Information

Hiring Pay Range: $30,000 - $44,000

*Actual pay will vary based on qualifications and other factors

Company Description:

At Fortune Brands Innovations, we believe that our innovation and success are fueled by the passion of our people and the strength of our teams. Together, we work to fulfill dreams of home by aligning around common goals, being agile in the face of change, holding ourselves accountable, and acting with integrity and transparency. We succeed when everyone belongs and strive to build a Home for All where all associates can be their true, authentic selves at work. Learn more about our culture here

At Fortune Brands Innovations, 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 ERGs (Employee Resource Groups) to support inclusivity and our associates’ feeling of belonging at work.

Fortune Brands Innovation (FBIN) is built on industry-leading brands and innovation within our operating segments: water, outdoors and security. We have an impressive track record of strong financial results, market outperformance and growth, which translates into career and professional growth opportunities for associates. Please visit our website at fbin.com to learn more

Equal Employment Opportunity

FBIN is an equal opportunity employer. FBIN 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

FBIN 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 [email protected] and let us know the nature of your request along with your contact information.