Customer Service Specialist

2 weeks ago


Des Moines, Iowa, United States Fortune Brands & Security, Inc. Full time

Customer Service Specialist

Company Overview

Fortune Brands & Security, Inc. is dedicated to providing a diverse range of cabinetry solutions that cater to various budgets and lifestyles. With a robust presence across North America and a talented workforce of nearly 13,000 individuals, we are committed to helping our customers create inviting and comfortable homes through innovative designs and functional products.

Position Overview

The Customer Service Specialist plays a crucial role in overseeing a dedicated team focused on brand-specific customer support. This position requires a proactive approach to managing inquiries and ensuring a seamless customer experience.

Key Responsibilities

  • Oversee backorder management and coordinate with logistics for timely fulfillment.
  • Handle expedited shipping requests, including quotes and bookings.
  • Address all pricing and billing inquiries effectively.
  • Communicate product launch details to the team and represent customer service in relevant meetings.
  • Ensure promotional pricing accuracy and manage consumer correspondence.
  • Facilitate color match orders and handle escalated customer calls.
  • Provide solutions to complex inquiries from the sales team.
  • Support the supervisor in managing order processing and team metrics.
  • Assist with workforce management tasks and quality assurance checks.
  • Collaborate with engineering on system upgrades and testing.
  • Identify and troubleshoot system-related issues with appropriate departments.
  • Implement and refine processes to enhance efficiency and eliminate waste.

Desired Skills and Attributes

  • Proven experience in a specialist role with strong mentoring capabilities.
  • Exceptional customer service orientation and communication skills.
  • Adept at multitasking and managing workloads in a fast-paced environment.
  • Proficient in Microsoft Office Suite and other relevant software.
  • Strong organizational and problem-solving abilities.
  • Ability to train and develop team members in customer service techniques.
  • Demonstrated business acumen and a professional demeanor.

Qualifications

A high school diploma or GED is required, along with prior experience in customer service, preferably within a manufacturing context.

Equal Employment Opportunity

Fortune Brands & Security, Inc. is an equal opportunity employer and evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status, or any other legally protected characteristic.



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