[Hiring] Customer Service Representative @Fortune Brands

Role 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.

• 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.

Requirements

• Associate’s or Bachelor's degree is preferred.
• Prior ERP (SAP, Oracle, etc.) experience preferred.

Benefits

• Comprehensive, competitive benefits that prioritize all aspects of wellbeing.
• Robust health plans.
• 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 for all associates.