Customer Service Analyst - Order Entry - Mexico

Customer Service Analyst - Order Entry - Mexico

About Us

Fortune Brands began its journey as a publicly traded company (NYSE: FBHS or “Fortune Brands Home & Security, Inc.”) in 2011, as a successful spin-off from Fortune Brands, Inc. Since then, we have grown organically and through acquisitions, and have delivered strong financial performance. We have also proven our resilience and execution excellence. We outperformed and expanded in our categories through the housing market recovery, and executed our strategies through global disruptions, while refining our portfolio for the future.

On December 14, 2022, we completed the separation of our Cabinets business, enabling us to pursue our unique and exciting path for accelerating growth and productivity.

Today, we are a new company: Fortune Brands Innovations, Inc. (NYSE: FBIN). We are focused on driving our brand, innovation and channel leadership, and winning in supercharged categories.

Why work with us?

We are seeking a Customer Service Analyst - Order Entry to join our team in a highly collaborative and supportive environment. We value individuals who can Think Fast by identifying opportunities to innovate, Work it Together by fostering a culture of collaboration and inclusivity, and Make the Hard Call by balancing compassion with decisiveness when it matters most.

The Customer Service Analyst – Order Entry 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 emails from customers, management of inbound/outbound calls, as well as processing customer orders while maintaining accuracy. 

 

RESPONSIBILITIES:

• Responsible for processing quotes and orders for customers.
• Create and manage order modifications in alignment with customer requests.
• 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 and email while meeting customer experience communications standards.
• Work effectively and collaboratively with cross-functional departments, including but not limited to Pricing, Sales Administration, Transportation, Finance, Quality, Marketing, and Inside Sales.
• Ensure a thorough understanding of current technology to promptly respond to customer requests
• Perform other duties as assigned.

Qualifications

• Bachelor's degree
• Minimum of 2 years of customer service experience in a service industry.
• Advanced English.
• Proficient in Excel, Word, and PowerPoint; prior SAP experience is preferred.
• Ability to manage a high volume of work with accuracy.
• Demonstrated ability to work independently, cross-functionally and in a team environment.