Supervisor, Customer Service - Canada

Main Responsibilities:

• Identify and help implement improvements and enhancements which include user acceptance testing as needed.
• Assist associates with SAP and system application issues.
• Support or lead team meetings.
• Act as a liaison between external customers and internal departments to ensure a smooth work balance is achieved and commitments to customers are met
• Provide backup support for the Customer Service Manager and the successful management of ad-hoc requests
• Increase efficiencies and initiate performance improvement department-wide.
• Support or conduct monthly associate reviews and discuss performance and attendance with associates.
• Effectively resolve internal/external customer and team issues.
• Provide high-quality monthly reporting deliverables and ad-hoc requests while having the ability to turn data into information.
• As a leader, be a subject matter expert within the customer servicing channels of inbound calls, e-mails, EDI (electronic data interchange), claims, and returns.
• Serve as a resource to associates in the resolution of complex problems and/or issues.
• Embrace, foster, and participate in training and educational opportunities that target professional growth.
• Guide, mentor and assist in overseeing team performance objectives.

Qualifications:

• Exhibits leadership and fosters a positive team environment.
• Bachelor's degree or above in a relevant field of study.
• Empathetic and patient demeanor, with the ability to handle customer inquiries and complaints with professionalism and courtesy
• Minimum of 2 years of contact center leadership experience managing inbound calls and customer communications, with a strong track record of providing exceptional service and resolving customer issues effectively.
• Computer knowledge in SAP, Excel, and Microsoft Outlook
• Bilingual in French and English with demonstrated proficiency in both verbal and written communication skills
• Strong organizational skills and ability to multi-task in a fast-paced customer contact environment
• Willingness to adapt to an evolving contact center environment

Additional Information

Company Description:

At Fortune Brands Innovations, we believe that our innovation and success are fueled by the passion of our people and the strength of our teams. Together, we work to fulfill dreams of home by aligning around common goals, being agile in the face of change, holding ourselves accountable, and acting with integrity and transparency. We succeed when everyone belongs and strive to build a Home for All where all associates can be their true, authentic selves at work. Learn more about our culture here

At Fortune Brands Innovations, 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 ERGs (Employee Resource Groups) to support inclusivity and our associates’ feeling of belonging at work.

Fortune Brands Innovation (FBIN) is built on industry-leading brands and innovation within our operating segments: water, outdoors and security. We have an impressive track record of strong financial results, market outperformance and growth, which translates into career and professional growth opportunities for associates. Please visit our website at fbin.com to learn more

Equal Employment Opportunity

FBIN is an equal opportunity employer. FBIN evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, 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 accommodations to individuals with disabilities. If, because of a medical condition or disability, 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.