Client Service Specialist

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.

The Client Service Specialist plays a key role in creating a positive experience for our clients. This role requires the ability to work in a fast-paced environment that entails the management of calls and emails from customers, as well as tracking and leading Level 1 and Level 2 service projects.

The ideal candidate will have a background of working hands-on with products, have 3+ years experience in a customer service role (preferably within service/warranty or customer experience environments), exceptional phone and email etiquette to maintain our professional brand image, can read and interpret blueprints and information within AutoCAD, and is comfortable with measurements.

Location: This position is designated 100% onsite 8am - 4:30pm EST Monday - Friday. You will report to our location in Pine Grove, PA. This is not a remote position.

What you will be doing:

• Answer a high volume of incoming customer calls and emails by actively listening to identify and own customer issues with a sense of urgency, positivity, and empathy
• Communicate professionally and effectively through phone calls and emails
• Create and log service projects electronically and assign to appropriate parties, based on complexity
• Lead Level 1 and Level 2 Service Projects
• Provide technical assistance regarding measurements, drawings, and technical manuals and resolve a wide range of customer inquiries from installation to warranty assistance
• Identify root cause of issues identified, communicating with Production, Design, and Engineering
• Track and monitor completion of Level 1 and Level 2 field service corrective action by utilizing an internal tracking system
• Maintain daily, weekly, and monthly metrics for install and field service
• Approve all field service install requests before going to the customer
• Support legal claims as needed
• Recognize and report any trends in service
• Some clerical work scanning and archiving files
• Cross-train to support Service and Install

Basic Qualifications:

• 3+ years of customer service experience (preferably within the Service/Warranty or Customer Experience environments)
• Strong communication skills while maintaining a high level of professionalism (Email & Phone etiquette) to support the brand identity and ability to build and maintain customer relationships
• Ability to field multiple service requests through email & phone conversations
• Strong computer skills (specifically Microsoft Word & Excel)
• Ability to read and interpret blueprints for part identification and understanding installation requirements, and interpret information in AutoCAD
• Strong organizational skills for file and data collection
• Experience with window and door enclosures
• Have an unexpired driver's license and clean driving record
• Ability to travel occasionally

Nice to Have:

• Experience in a Design-Build organization within the Construction and/or Building Materials Industry
• Ability to drive results and work with a sense of urgency
• Customer service support for Level 1 and Level 2 Service & Warranty inquiries. Mainly but not limited to the Veris product line.  Strong communication, organizational and troubleshooting skills are necessary, as you’ll be expected to find solutions to customer requests in a timely manner.

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 FBIN.

Equal 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.