Customer Service Representative

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. All our associates are trained to understand processes and systems as it relates to their role so that they can provide our customers with excellent service. Personable and professional under pressure with a motivated energetic nature. They will support both individual and team initiatives and objectives to enhance business strategies.

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

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
• Use critical thinking skills to create the best outcome for each customer and Master Lock
• 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

Qualifications :

• Associates or Bachelors degree is preferred
• Minimum of 1 year of customer service experience in a service industry
• Proficient in Excel Word and PowerPoint; prior SAP experience is preferred
• 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

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: $30000 USD - $44000 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 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 adoption benefits and more. We offer numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates.

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 .

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

Important Notice: Protect Yourself from Fraudulent Job Postings

To protect yourself from fraudulent job postings or recruitment scams please note that Fortune Brands job postings are exclusively hosted on our website at via our SmartRecruiters platform. Fortune Brands will never request banking information or sensitive personal details until an offer of employment has been accepted and the onboarding process begins.

Remote Work :

Yes

Employment Type :

Full-time