Senior Customer Service Representative

Moen; North Olmsted (OH); Remote; USD 34,000 - 48,000; Full time

Job summary

An established industry player is seeking a Senior Customer Service Representative to join their dynamic team. In this remote role, you will provide exceptional customer care to B2B clients, ensuring a positive experience through effective communication and problem-solving. Your responsibilities will include managing inbound inquiries, processing orders, and collaborating with cross-functional teams to meet customer needs. This position offers a chance to work in a fast-paced environment while contributing to a company that values diversity and inclusivity. If you're passionate about delivering high-quality service and thrive in a collaborative setting, this opportunity is perfect for you.

Benefits

Comprehensive health plans

401(k) program with company contribution

Product discounts

Flexible time off benefits

Half-day summer Fridays

Inclusive fertility/adoption benefits

Qualifications

• 4+ years of customer service experience in a service industry.
• Proficient in Excel, Word, and PowerPoint with strong problem-solving skills.

Responsibilities

• Manage customer inquiries and ensure timely order validation.
• Collaborate with various departments to resolve customer issues.

Skills

Customer Service

Interpersonal Skills

Problem-Solving

Communication Skills

Time Management

Education

Associate’s Degree

Bachelor’s Degree

Tools

Excel

Word

PowerPoint

SAP

QlikView

Job description

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.

Job Description

The Senior 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.

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 thorough understanding of current technology to promptly respond to customer requests including but not limited to: Esker Cloud, Outlook Team-Email, SAP, Customer Websites, AO, BO and QlikView reporting tools.
• Manage order discrepancies for all customers which includes gathering data for trend analysis and making appropriate recommendations to management for sustainable process improvements.
• Participate in testing business systems software upgrades and other systems testing as needed.

Qualifications

BASIC QUALIFICATIONS:

• Minimum of 4 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.
• Supply chain knowledge 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: $34,000 USD - $48,000 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.

Fortune Brands 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.

We are committed to a diverse and inclusive workplace and encourage applicants from all backgrounds to apply. To support our efforts, we invite you to voluntarily share your gender, ethnicity, and veteran status. This information is confidential and helps us ensure an inclusive hiring process and improve our diversity initiatives.

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