Customer Service Representative

Master Lock Company; Sioux Falls (SD); Remote; USD 35,000 - 42,000; Full time

Benefits offered by this job

Health plans

401(k) with company contribution

Product discounts

Flexible time off

Adoption benefits

ERGs

Job summary

Fortune Brands Innovations seeks a Customer Service Representative for a remote role serving B2B customers. You will handle inbound calls, emails, and order processing with accuracy to ensure a positive experience.

The position requires 2+ years of customer service, proficiency in Excel/Word/PowerPoint, and ERP experience (SAP/Oracle). Work hours are 8am–5pm, Monday–Friday, with competitive pay and benefits.

Qualifications

• Minimum of 2 years 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.

Responsibilities

• Responsible for timely and accurate order validation of high volumes of sales revenue 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).

Skills

Customer service

Excel

Word

PowerPoint

Education

Associate’s or Bachelor's degree

Tools

SAP

Oracle

Job description

Company Description

Fortune Brands Innovations (NYSE: FBIN) is an industry-leading home, security and digital products company with a portfolio of trusted brands, including Moen, House of Rohl, Therma-Tru, Larson, Master Lock, Yale residential, and Sentry Safe.

We are building a company that is determined to win, and we are clear about how: strong brands, great people, and disciplined execution.

You’ll join a team that puts customers first, keeps its commitments, and cuts through complexity to deliver meaningful results.

If you’re looking for an opportunity to make an impact and help shape what’s next for our iconic brands, we’ll love to meet you.

Job Description

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.

This is a remote role. Regular hours are Monday through Friday from 8am to 5pm.

RESPONSIBLIITIES:

• Responsible for timely and accurate order validation of high volumes of sales revenue 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).

Qualifications

• Minimum of 2 years 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

PREFERRED QUALIFICATIONS:

• Associate’s or Bachelor's degree is preferred
• Prior ERP (SAP, Oracle, etc.) experience 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: $35,000 USD - $42,000 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.

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.

• robust health plans
• market-leading 401(k) program with a company contribution
• product discounts
• flexible time off benefits
• adoption benefits
• ERGs (Employee Resource Groups) to foster a sense of belonging for all associates

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 [e-mail] and let us know the nature of your request along with your contact information.