Sr Customer Service Representative

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.

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 and emails from customers, as well as processing customer orders while maintaining accuracy.

All our associates are trained to understand processes and systems as they relate 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. This is a hybrid role that comes into the office 1 day per week but is subject to change to include additional days in the office with notice.

RESPONSIBLIITIES :

Conduct timely and accurate order validation with an understanding of service expectations to unique and varying customer requirements.

Some of which include : 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.
• 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.
• Work effectively and collaboratively with cross-functional departments to ensure meeting and / or exceeding key target customer metrics.
• 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.
• Provide cross-functional support for Moen Business Units.
• Perform other duties as assigned.

Qualifications

• Minimum of 3 years of customer service experience in a service industry is required; knowledge of Supply Chain is preferred.
• PC Skills with emphasis on Excel, Word, and some Analysis for Office (AO), Business Objects (BO) and QlikView preferred.
• Demonstrated ability to work independently and cross-functionally as well as in a team environment.
• Ability to manage high volume of work with accuracy.
• High degree of professionalism and interpersonal skills
• Possess excellent problem solving, written and oral communications skills.

PREFERRED QUALIFICATIONS :

• Associate’s or Bachelor's degree is preferred
• Prior experience with SAP

Additional Information

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

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.