remote

Fortune Brands is hiring a Customer Service Representative

About the Role

Fortune Brands is looking for a Customer Service Representative to provide high-quality customer care and create positive consumer experiences. In this remote role, you will manage inbound calls and emails, addressing product and warranty questions in our fast-paced environment.

What You'll Do

  • Deliver exceptional customer experiences to enhance the reputation of FBIN products.
  • Manage inbound calls, accurately identify issues, and provide clear solutions for product and technical support.
  • Use technology to assist consumers with product identification, troubleshooting, and repair or installation guidance.
  • Resolve challenging consumer situations to ensure positive outcomes for both the customer and FBIN.
  • Meet or exceed daily performance targets for call quality, management, and productivity while following all processes.
  • Accurately document customer interactions, product details, and troubleshooting efforts.

What We're Looking For

  • A High School diploma or equivalent.
  • 2+ years of experience in a contact center or other fast-paced customer service environment.
  • Excellent professional communication skills, both verbal and written.
  • Proficient PC skills with an emphasis on Microsoft Office suite including Outlook and Word.
  • The ability to thrive in a work environment that demands high-level focus, low mobility, and high observation.
  • A positive approach to business, demonstrating flexibility and teamwork.
  • Ability to meet internet speed requirements, pass background and drug tests, have a safe and secure workspace, and follow the department's Remote Work Policy.

Nice to Have

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

Technical Stack

  • Microsoft Office suite (Outlook, Word)
  • Microsoft Teams
  • ERP systems (SAP, Oracle)

Benefits & Compensation

  • 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).

Compensation: A base salary of $37,000 USD.

Work Mode

This is a remote position.

Fortune Brands is an equal opportunity employer. We evaluate 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.

Required Skills
Microsoft OutlookMicrosoft WordMicrosoft TeamsSAPOracleCustomer ServiceCommunicationProblem SolvingData EntryTime ManagementMultitaskingAttention to Detail
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About company
Fortune Brands

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.Explore life at Fortune Brands here. Job Description: As the Retail Sales Manager, you will represent our Therma-Tru, Larson, Fiberon, and Fypon brands to lead the company’s revenue growth goals for the Northeast division through our presence in Home Center and partnering with our Wholesale SOS distribution customers. As a member of the retail sales leadership team, you will be a key contributor to the strategic direction and decisions for this channel. You will supervise a team of retail sales representatives and develop and implement marketing plans to generate maximum sales performance from all markets for all product lines.The ideal candidate will have a solid track record of mentoring and coaching a team of successful sales professionals, some experience working in the building materials industry or similar, be familiar partnering with retailers like Home Depot and Lowe's, and successfully managing relationships with key stakeholders while growing revenue within your territory.This remote position is based in the Northeast US covering a 13 state territory from Virginia stretching to Maine, including some Ohio. We expect up to 50% travel in order to facilitate ride alongs and customer visits.Salary: $90,000 - $132,000 + quarterly sales bonuses based on territory performanceWhat you will be doing:* Hire, lead, manage and coach a team of 11 - 13 retail sales representatives * Participate in strategic planning for Retail channel; translate vision into division strategies, business plans, budgets and targets for growing market share, sales, and profits * Assist retail sales reps with business development planning: Store prioritization, key initiative execution and store call process * Leverage our retail sales process to drive best practices selling in the aisle, with the Pro-Desk/Outside Sales Associates and our Distribution partners to cultivate and close deals * Foster relationships with peer wholesale field sales leaders to leverage best practices and share growth opportunities * Develop relationships with key distribution partners to grow their capabilities, leading to SOS growth. * Manage metrics such as: sales revenue, profitability, market share growth, S&OP, corporate goals, leadership competencies, etc. * Leverage CRM & online tools and lead regular Sales Huddle to measure progress against goals * Conduct periodic ride a longs with retail reps and provide coaching/feedback to improve their skills * Serve as the primary contact for escalation of issues brought forward by retail sales reps * Inform VP of Sales as well as the Wholesale Sales, Product Management and Marketing leaders of opportunities, issues, and competitor actions * Maintain budget for division sales team * Provide forecast input into operational planning process * Attend trade shows and other customer events Qualifications: The Basics:* 5-7 years of sales experience calling on retail and/or home center channels (Home Depot, Lowe's, Menards preferred) * Demonstrated leadership experience and a track record of coaching, developing and mentoring talent * Familiar with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) * Familiar with CRM platforms (i.e. HubSpot, Salesforce, Dynamics) * Strong public speaking and ability to demonstrate products and company advantages to groups of all sizes * Ability to communicate effectively across various levels of an organization, both internally and externally Nice to Have:* Bachelor’s Degree in Business or Sales/Marketing * Experience and knowledge of wholesale distribution channel * Professional sales training program or certificate 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: $90,000 USD - $132,000 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. We offer numerous Employee Resource Groups to support inclusivity and our associates’ feeling of belonging at work.Fortune Brands is a brand, innovation and channel leader focused on exciting, supercharged categories in the home products, security and commercial building markets. Our portfolio of brands includes Moen, House of Rohl, Aqualisa, SpringWell, Therma-Tru, Larson, Fiberon, Master Lock, SentrySafe and Yale residential.Fortune Brands is headquartered in Deerfield, Illinois and trades on the NYSE as FBINEqual Employment Opportunity:FBIN 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.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 [email protected] and let us know the nature of your request along with your contact information. Resumes submitted to this email address will not be responded to.To protect yourself from fraudulent job postings or recruitment scams, please note that FBIN job postings are exclusively hosted on our careers page at www.fbin.com/careers.

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Posted 2 months ago