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Role Description

As a Customer Service Representative for our ThermaTru Brand, you will be responsible for delivering high-quality service that creates a positive experience for our B2B customers. You will support order management, customer inquiries, and service resolution while ensuring accuracy and responsiveness in a fast-paced environment.

• Manage inbound calls and emails, process and validate customer orders, and collaborate with internal partners to resolve issues and maintain strong customer relationships.
• The ideal candidate is professional under pressure, detail-oriented, and motivated to support both individual and team objectives that strengthen business strategies and customer satisfaction.

We value individuals who can:

• Think Fast: Use systems, data, and problem-solving skills to respond quickly and accurately to customer needs.
• Work It Together: Collaborate across teams and departments to resolve issues and support seamless customer experiences.
• Make the Hard Call: Take ownership of customer concerns and make thoughtful decisions to resolve challenges while protecting service commitments.

POSITION LOCATION: This is a remote position in the United States with regular hours Monday through Friday, 8:00 AM – 5:00 PM.

What you will be doing:

• Perform timely and accurate order validation supporting approximately $1B in annual sales revenue while ensuring customer-specific service expectations are met.
• Manage order modifications in alignment with customer requests while minimizing service disruptions and potential financial risk.
• 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 issues and implement appropriate resolutions through phone, email, and other communication channels while maintaining customer experience standards.
• Work collaboratively with cross-functional partners including Pricing, Sales Administration, Transportation, Finance, Quality, Marketing, and Field Sales.
• Utilize technology platforms and systems to efficiently respond to customer needs, including Delivery Ware, shared email platforms, customer portals, and Electronic Data Interchange (EDI).
• Maintain accurate documentation and ensure data integrity across systems.
• Support team initiatives and contribute to continuous improvement in customer service processes.
• Perform other duties as assigned.

Qualifications

• Minimum of 1 year of customer service experience in a service-oriented industry.
• Proficiency in Microsoft Excel, Word, and PowerPoint.
• Ability to manage a high volume of work while maintaining strong attention to detail and accuracy.
• Excellent interpersonal, written, and verbal communication skills.
• Strong problem-solving and issue resolution skills.
• Demonstrated ability to work independently, cross-functionally, and within a team environment.

• Preferred Qualifications:
• Associate’s or Bachelor’s degree.
• SAP experience or experience with enterprise resource planning (ERP) systems.

Requirements

• Fortune Brands believes in fair and equitable pay.
• A reasonable estimate of the base salary range for this role is Hiring Pay Range: $30,000 USD - $44,000 USD.
• Actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location.
• In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.

Benefits

• Comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs.
• Robust health plans.
• Market-leading 401(k) program with a company contribution.
• Product discounts.
• Flexible time off benefits.
• Adoption benefits.
• Numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates.