Remote Senior Manager, Customer Service bei Fortune Brands

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 Senior Manager of Customer Service is responsible for building strategy and driving to achieve company goals while providing best-in-class B2B customer experience, financial performance, and employee engagement. Additionally, this role aligns customer service activities and initiatives throughout our Fortune Brands organization often partnering with sales, logistics, distribution, operations, and marketing to support customer priorities and service. 

This is a remote role. Regular hours are Monday through Friday from 8am to 5pm.

RESPONSIBLIITIES:

• Lead a team of remote customer service Managers and Associates in US and Canada to deliever best-in-class service.
• Implement best operating practices to drive continuous improvement, innovation, and excellent service.
• Drive strategies and programs that include all aspects of operational performance, employee engagement, change management, succession planning, and talent management activities.
• Meets department financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions.
• Prepares and present regular reports on department performance, customer feedback, and key metrics. Use data to inform decision-making and strategy development.
• Maintains professional and technical knowledge by tracking emerging trends in customer service operations management.
• Aligns customer service activities and initiatives throughout the organization by partnering cross-functionally with with sales, logistics, distribution, operations, and marketing to support customer priorities and service.
• Customer-focused, results-driven, and adaptable. Ability to work under pressure and manage multiple priorities.
• Ensure efficient operations, including staffing, scheduling, and resource allocation. Monitor metrics and performance indicators. This includes but not limited to call and e-mail management.
• Strong leadership and interpersonal skills. Excellent communication and problem-solving abilities. Proficiency in call center software and CRM systems. Analytical mindset with the ability to interpret data and make informed decisions.
• Drive the strategy for customer service operations, focusing on enhancing customer experience and evolving best practice call center tactics and technology.
• Oversee training programs for customer service staff. Ensure ongoing development and skill enhancement.

• Bachelor’s degree is required.
• Minimum of 7-10 years of experience in a call center industry to include prior experience in a leadership capacity.
• Awareness of customer service industry trends and technological advances.
• Demonstrated knowledge of Microsoft Office tools.
• Ability to plan and execute based on analytics.
• Knowledge of call, order, OCR, and workforce management systems
• Proven success in leading cross functional teams and projects

Additional Information:

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $80,000 USD - $126,500 USD. Please note that 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.

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.

To protect yourself from fraudulent job postings or recruitment scams, please note that FBIN job postings are exclusively hosted on our careers page at www.fbin.com/careers>.