Customer Service Representative - Bilingual

The Customer Service Representative is responsible for processing and accurately entering orders on time.  Provide accurate information to satisfy customer’s requirements. Responsible for taking customer claims to a completed credit or providing solid information to refuse Claims working within companies’ policies and guidelines. Work with Accounts Receivable to resolve outstanding deductions on Aged Trial Balance.  Provide all necessary information for inventory adjustments.

Main Responsibilities:                                                          

• Order Processing

Enter orders through the appropriate method (EDI/Fax/E-Mail/Esker delivery ware following company guidelines, ensuring correct quantity, pricing, and part numbers are applied.  Follow up with internal departments and customers to resolve any discrepancies.                                 

• Claim Resolution                                                                                                            

Utilizing the Debit log, ensure that all debits are entered.  Working with other internal departments (Sales, Finance, Distribution, Marketing), investigate and determine the validity of customer requests and process accordingly by issuing credit/debit or preparing disallowed letters.  Resolve customer deductions that have been taken with no paperwork received. When a customer requests a return, ensure appropriate documentation/authorizations are completed, and the return is received before issuing credit.

• Communications                                                                                                            

Respond to customer inquiries, including but not limited to order status, product information, claims, returns, order processing, pricing, and account status, working with other departments as necessary.

• Other                                                                                                                                            

Other duties as assigned include inbound EDI error correction, working with the Planning department on new product order processing, updating the aged trial balance with credit numbers, and as-needed ad-hoc duties.

• College Degree and/or 2-3 years of previous Accounting/Customer Service experience
• Fluently Bi-lingual English/French; verbal & written
• Demonstrated proficiency in SAP order entry an asset
• Proven ability to work effectively as a contributing member of a self-directed team
• Ability to communicate and work in concert with all levels within the organization
• Demonstrated competency in oral & written communications
• Demonstrated effectiveness in problem-solving
• Demonstrated customer service skills
• Proficient PC skills in Word, Excel, and Analysis for Office an asset
• Organizational skills and attention to detail
• 100% Remote position

Company Description:

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

Additional Information:

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, RRSP program with a company contribution, product discounts and flexible time off benefits (including half-day summer Fridays per policy).  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.

We are committed to a diverse and inclusive workplace and encourage applicants from all backgrounds to apply. To support our efforts, we invite you to voluntarily share your gender, ethnicity, and veteran status. This information is confidential and helps us ensure an inclusive hiring process and improve our diversity initiatives.