Fortune Brands is seeking a dedicated Customer Service Representative to join our B2B call center team, supporting customers and distributors with orders, product guidance, and timely solutions. As a Customer Service Representative, you’ll collaborate with Sales, Order Management, and Distribution teams to provide world-class service in a fast-paced environment. This role is ideal for someone who enjoys problem-solving, delivering accurate information, and building lasting customer relationships while contributing to the success of a leading home and security products company.
Role Overview: Customer Service Representative
As a Customer Service Representative, you will be the primary point of contact for B2B customers, ensuring orders are accurate, shipments are on time, and questions are resolved efficiently. You’ll leverage multiple tools and resources to provide product recommendations, quotes, and updates while maintaining a high standard of customer satisfaction.
Key Responsibilities for a Customer Service Representative
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Develop and maintain expertise in Fortune Brands products, policies, and procedures
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Accurately enter orders, provide quotes, and respond to customer inquiries via phone and email
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Navigate multiple systems to access information and guide customers on product selection
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Deliver strong B2B customer service by understanding key accounts and their unique requirements
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Collaborate with Sales, Order Management, Manufacturing, and Distribution teams to ensure seamless customer experiences
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Maintain ongoing communication with internal and external customers regarding order status and issue resolution
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Contribute to team success by meeting daily and monthly metrics related to availability, schedule adherence, and customer satisfaction
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Participate in call center projects and initiatives to support operational goals
Required Qualifications
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High School diploma or equivalent; college degree preferred
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Experience in a product call center, order entry, or fast-paced customer service environment
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Strong organizational, prioritization, and multitasking skills
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Excellent interpersonal, verbal, and written communication skills
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Ability to quickly learn and adapt to changing technology and software tools
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Comfortable working in a dynamic, team-based environment
Preferred Qualifications
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Familiarity with Microsoft Office applications
Compensation & Benefits
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Base salary range: $30,000 – $44,000 USD (actual pay based on experience and location)
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Eligibility for annual bonus or role-based sales incentive plan
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Comprehensive health plans including medical, dental, and vision
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401(k) program with company contribution
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Flexible time off including half-day summer Fridays
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Employee discounts and wellness programs
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Inclusive benefits for fertility/adoption support and other life events
About Fortune Brands
Fortune Brands Innovations, Inc. is a leading innovator in home, security, and commercial building markets. Our portfolio includes Moen, House of Rohl, Master Lock, SentrySafe, and more. Headquartered in Deerfield, Illinois, Fortune Brands is committed to elevating lives by transforming spaces into havens while fostering an inclusive, high-performing workplace where diversity and authenticity are celebrated.
Equal Employment Opportunity
FBIN is an equal opportunity employer. We do not discriminate based on race, color, religion, sex, gender identity, national origin, age, disability, veteran status, sexual orientation, genetic history, or any other legally protected characteristic.