Customer Service Representative

Job Description

Provide exceptional service to our international customers through all available communication channels by managing quotes, purchase orders, returns, and coordinating with carriers and distributors. Ensure timely follow-up on each request to deliver high-quality service and help turn every interaction into an experience that enhances our customers’ lives.

Specific Job Functions

• Receive and enter orders from international customers received via email.
• Ensure that the customer’s formal purchase order complies with the international requirements established by the Customs Compliance department.
• Handle issues and requests received through the Nice CxOne phone line and/or Oracle Service Cloud email. These may include general product information, current order status, providing quotes, resolving defective product issues, initiating internal quality investigations (CFs), managing return requests (RMAs), and processing Credit Memos and/or Debit Memos as needed.
• Handle incoming calls from commercial, retail, and consumer customers, including both incoming and outgoing calls and messages.
• Provide proper follow-up on orders. Ensure processing from order entry, monitoring production for on-time shipment, and correct delivery to the final destination. Other duties include ensuring shipment and delivery through a carrier approved by our customs department, checking order status, providing Certificates of Quality, managing and providing Certificates of Origin, and documenting complaints with carriers when applicable (EZ Claims).
• Interact with other departments to resolve customer issues. These departments include, but are not limited to: Manufacturing, Finance, Customs, Distribution, Transportation, Engineering, IT, SKU Team, Pricing, Sales, etc.
• Act as the link between our customers and the various internal departments at Master Lock to resolve issues.
• Be individually responsible for contributing to the team’s success by consistently adhering to the schedule, ensuring daily availability, and meeting established service level goals.
• Participate in projects and initiatives that support the needs and objectives of the Customer Service department as needed.
• Be able to work and adapt in a dynamic, fast-paced, multitasking, team-based environment.
• Follow the procedures of our quality system in the daily performance of duties.
• Perform daily review of open orders and proformas, ensuring that notes on each order are specific and clear, including the detailed reason why it remains open.
• Register new shipping addresses for already established domestic and international accounts.
• Register new shipper addresses for already established international accounts.
• Promptly verify and resolve issues identified in orders by different workflows, ensuring proper flow and processing within the system.
• Develop and maintain knowledge of Master Lock, American Lock, and Sentry Safe products, as well as the policies and procedures necessary to provide timely assistance to our international customers.
• Attend briefings and training sessions related to new products, processes, and other relevant topics.
• Provide support in the follow-up and investigation of Customer Complaints (CFs), in accordance with the requirements of the Customer Service area, both at the corporate and local (Nogales) level.
• Participate in audits established by the quality management system.
• Promote improvement activities and projects applicable to the area.
• Take on occasional assignments outside of assigned areas, such as responding to Key and Combo mailer requests, order audits, and charts.
• Support in identifying and resolving potential issues reported by production.
• Support in Master Lock’s annual inventory.
• Other duties as assigned.

Qualifications

Education:

• Bachelor’s degree in Business Administration or a related field.

Experience:

• 5 to 7 years of knowledge/experience in the area.

Languages:

• Advanced English.

Other Competencies:

• Proficiency in Oracle, Nice CxOne, Oracle Service Cloud, Microsoft Office Suite; strong communication skills, organizational abilities, sense of urgency, and the ability to prioritize effectively.

Additional Information

At Fortune Brands Innovations, 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 benefits programs, product discounts, etc., within the Mexico employment law requirements.  We offer numerous ERGs (Employee Resource Groups) to support inclusivity and our associates’ feeling of belonging at work.

Fortune Brands Innovation (FBIN) is built on industry-leading brands and innovation within our operating segments: Plumbing, Doors and Security. We have an impressive track record of strong financial results, market outperformance and growth, which translates into career and professional growth opportunities for associates. Please visit our website at fbin.com to learn more.

Equal Employment Opportunity

FBIN is an equal opportunity employer. FBIN evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, 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 accommodations to individuals with disabilities. If, because of a medical condition or disability, you need reasonable accommodation for any part of the application or interview process, please contact our HR Department to know the nature of your request along with your contact information.