Customer Service Representative

Fortune Brands Innovations are a US based company, listed on the New York Stock Exchange, that owns and develops a dynamic portfolio of brands for homes worldwide.

Our specialist kitchen and bathroom division, Fortune Brands Water Innovations, is made up of a collection of leading luxury UK brands: Shaws of Darwen, Perrin & Rowe, and Victoria & Albert Baths, which we market under the umbrella brand, House of Rohl.

In addition, Aqualisa completes our portfolio with its market leading digital showering technology.

All of our brands are united by a belief in design, innovation and craftmanship, leading to beautiful and high-quality products.

With manufacturing sites throughout the UK, and a House of Rohl showroom at the Design Centre in London, we currently employ over 600 people who are dedicated to delivering excellent products and service throughout our supply chain. A new multi-million pound state-of-the-art facility at the i54 Business Park in Wolverhampton will be completed later this year, generating exciting new opportunities across the business as we continue to grow.

Our people are what make our business, and we truly care about creating a ‘Home for All’ where employees are empowered to make a difference, and able to bring their authentic selves to work. We are passionate about rewarding excellence and helping people to grow, both personally and professionally, during their time with us.

If you are looking for opportunities within a progressive, innovative, and nurturing organisation; and have the energy, passion, and commitment to deliver excellence, we would love to hear from you.

We currently have an exciting opportunity to join us as a Customer Service Representative, within our Customer Service Team.

In a nutshell, you will be responsible for:

Dealing with customers through various channels, to provide an excellent customer service experience, advising on high-end products and services offered across the House of Rohl and Aqualisa product brands.

What you are already great at:

• Promptly responding within a timely manner to queries from end-users, EMEAA agencies and Trade customers which will include order status, stock availability and pricing, product information, product technical support, order discrepancies, claims, account status etc.
• Proactively actioning and managing emails sent to the team mailboxes.
• Understanding and delivering to the customers’ expectations.
• Proactively managing customers to ensure they are fully informed of the progress of their orders through to shipment, ensuring service expectations are met.
• Logging complaints/quality issues on CRM.
• Working closely with colleagues across other departments and sister companies ensuring information and process are integrated and aligned.
• Managing the customer active order book weekly.
• Any other duties as required by the Manager for the smooth and efficient operation of the department.

For this role we would need you to demonstrate:

• Have knowledge of export and commercial invoicing (essential).
• Strong attention to detail (essential).
• Possess the ability to problem solve and work under pressure.
• Have excellent customer service and communication skills.
• Be proficient in MS Office Suites (desired).
• Experience of EFACS/Sage or alternative ERP systems (desired).
• CXone/Hubspot knowledge (desired).
• Enjoy working as part of a well-established team.
• French speaking (desired)

What your colleagues say about you:

• An ideas and solutions-focused person
• An excellent and engaging communicator with the confidence to communicate at all levels
• Very organised and methodical
• Able to communicate ideas both verbally and in writing.
• Very high level of attention to detail

Our Values :

Aligned – in our work together

Agile – in the face of challenge

Accountable – to our promises

Action – with integrity and transparency

Why work for us:

We reward our employees not just for the big headline results we reward our teams for how you have positively contributed to the business and that isn’t always defined by hitting a financial target.

We have a pay for performance culture and reward annually on results. In an ever changing environment its key that you are a curious and nimble learner. We succeed as a team so the ability to collaborate is essential. And to continue to grow and continually challenge you need to ensure you are able to both plan and align so we are all pulling in the same direction.

The benefits bit:

33 days holiday (inclusive of Bank Holidays)

Employee Assistance Programme

Annual Incentive Plan Bonus Structure

Life Assurance

Health & Wellbeing Programme, including health cash plan and employee assistance

Pension Plan

High St Reward Scheme

Refer a Friend Programme

Free Parking

Frequent Technology User Free Eye Care

Flexible working model

High 5 Employee Recognition Programme

And as an employer who values you, you will be welcomed with open arms and supported to succeed.

Our hiring process:

1. You will be contacted by a member of our resourcing team for an initial discussion, this may be on Teams.
2. You will be invited to site for either a 1 or 2 stage process depending on the role.
3. We will inform you ahead of your interview what we will be discussing, we want to give you the opportunity to shine in these meetings.
4. Successful candidates will be notified and the start date will be confirmed for when you will be beginning your Fortunes Brand journey.