Order Fulfillment Specialist I

Fortune Brands Home Security Cleveland, OH
Summary:

Job Description:

BASIC JOB FUNCTIONS/RESPONSIBILITIES:

* Responsible for timely and accurate order validation of $1 billion dollars of sales revenue/year ensuring understanding of service expectations to unique and varying customer requirements. Some of which include:

* Manage order modifications in alignment with customer requests while mitigating negative service impact and dollarized fine risk where applicable.

* 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 problems or issues and develop and implement appropriate resolution in all interactions via phone, email and fax while meeting customer experience communications standards.

* Work effectively and collaboratively with cross-functional departments including, but not limited to: Pricing, Sales Administration, Transportation, Finance, Quality, Marketing and Field Sales Force.

* Ensure thorough understanding of current technology to promptly respond to customer requests including but not limited to: Delivery Ware, Team-Email, and SAP

* Other duties as assigned

QUALIFICATIONS:

* Associate's or Bachelor's degree is preferred

* Minimum of 1 year of customer service experience in a service industry

* Proficient in Excel, Word, and PowerPoint; prior SAP experience is preferred

* Ability to manage a high volume of work with accuracy

* Possess excellent interpersonal, written and oral communications skills as well as effective problem solving skills

* Demonstrated ability to work independently, cross-functionally and in a team environment