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Customer Care Expert

2 months 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 comprehensive range of cabinetry solutions that cater to diverse needs and preferences. With a significant presence across North America and a workforce of nearly 13,000 professionals, we are committed to helping individuals realize their vision of a welcoming and comfortable home through innovative designs and functional products.

Position Overview

This role is designed for a specialist who will oversee a customer service team focused on a specific brand or sales channel. The position plays a critical role in ensuring that customer inquiries and issues are addressed efficiently and effectively.

Reporting Structure

The Customer Service Specialist will report directly to the Manager of Business Support within the Customer Service department.

Key Responsibilities

  1. Oversee management of backorders and the DBOD process in collaboration with Logistics.
  2. Coordinate with expedited carriers for quoting, booking, and follow-up.
  3. Address all pricing and billing inquiries.
  4. Communicate product launch details to the team and represent Customer Service in relevant meetings.
  5. Ensure accuracy of promotional pricing.
  6. Handle consumer emails and manage color match orders.
  7. Assist with escalated homeowner calls and complex inquiries from the sales team.
  8. Support the supervisor in managing order processing, backlog, and performance metrics.
  9. Assist with daily updates and weekly approvals in the Kronos system.
  10. Collaborate with the quality manager to resolve quality issues and conduct checks on re-orders.
  11. Manage testing for the MBCI system.
  12. Address escalated concerns related to manufacturing constraints and keep the customer service team informed.
  13. Provide support to the engineering team for complex system upgrades and testing.
  14. Identify and troubleshoot system-related issues in collaboration with relevant departments.
  15. Develop and implement processes to enhance efficiency and train team members as necessary.
  16. Document and eliminate identified waste within processes.

Qualifications

Education & Experience

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

Characteristics & Skills

The ideal candidate will possess:

  • Demonstrated experience in a specialist role with mentoring capabilities.
  • A strong commitment to customer satisfaction.
  • The ability to thrive in a fast-paced environment.
  • Proficiency in Microsoft Office Suite and effective communication skills.
  • Strong organizational and problem-solving abilities.
  • A collaborative spirit and the capacity to build successful relationships with customers and colleagues.

Commitment to Diversity

Fortune Brands & Security, Inc. is an equal opportunity employer, committed to fostering an inclusive workplace. We welcome applications from all qualified individuals 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.