Client Service Specialist

Fortune Brands - Pine Grove, PA

Full-time - Entry Level

Onsite - Pine Grove, PA

Fabricated Metal Product Manufacturing

About the position

The Client Service Specialist at Fortune Brands Innovations, Inc. plays a crucial role in ensuring customer satisfaction by managing a high volume of incoming calls and emails. This position involves actively listening to customer issues, providing technical assistance, and coordinating service projects. The specialist will work closely with various departments to resolve inquiries and maintain service metrics, all while fostering strong customer relationships.

Responsibilities

• Answer a high volume of incoming customer calls and emails, actively listening to identify and own customer issues with urgency, positivity, and empathy.
• Communicate professionally and effectively through phone calls and emails.
• Create and log service projects electronically and assign them to appropriate parties based on complexity.
• Lead Level 1 and Level 2 service projects.
• Provide technical assistance regarding measurements, drawings, and technical manuals, resolving a wide range of customer inquiries from installation to warranty assistance.
• Identify root causes of issues, communicating with Production, Design, and Engineering.
• Track and monitor completion of Level 1 and Level 2 field service corrective actions using an internal tracking system.
• Maintain daily, weekly, and monthly metrics for install and field service.
• Approve all field service install requests before they go to the customer.
• Support legal claims as needed.
• Cross-train to support Service and Install.

Requirements

• 3 - 5 years of customer service experience required, preferably within the Service/Warranty or Customer Experience fields.
• Ability to maintain a high level of professionalism and communication skills (email & phone etiquette) supporting the brand identity.
• Ability to handle multiple service requests through email and phone conversations.
• Strong computer skills, particularly in Microsoft Word and Excel.
• Ability to build and maintain customer relationships.
• Must be able to read and interpret blueprints for part identification and understand installation requirements, including interpreting information in AutoCAD.
• Strong organizational skills for file and data collection.
• Recognize and report any trends in services.
• Some clerical work, including scanning and archiving files.
• Experience with window and door enclosures.
• Must have a clean driver's license.
• Ability to travel occasionally.

Nice-to-haves

• Experience in a Design-Build organization within the Construction and/or Building Materials Industry.
• Ability to be assertive and work with a sense of urgency.

Benefits

• Comprehensive health plans
• Market-leading 401(k) program with company contribution
• Product discounts
• Flexible time off benefits, including half-day summer Fridays
• Inclusive fertility/adoption benefits
• Employee Resource Groups to support inclusivity and belonging at work