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.

Provide exceptional service to our international customers through all available communication channels by managing quotes, purchase orders, returns, and coordinating with carriers and distributors. Ensure timely follow-up on each request to deliver high-quality service and help turn every interaction into an experience that enhances our customers' lives. Handle issues and requests received through the Nice CxOne phone line and/or Oracle Service Cloud email.

These may include general product information, current order status, providing quotes, resolving defective product issues, initiating internal quality investigations (CFs), managing return requests (RMAs), and processing Credit Memos and/or Debit Memos as needed. Handle incoming calls from commercial, retail, and consumer customers, including both incoming and outgoing calls and messages. Other duties include ensuring shipment and delivery through a carrier approved by our customs department, checking order status, providing Certificates of Quality, managing and providing Certificates of Origin, and documenting complaints with carriers when applicable (EZ Claims).

Be individually responsible for contributing to the team's success by consistently adhering to the schedule, ensuring daily availability, and meeting established service level goals. Participate in projects and initiatives that support the needs and objectives of the Customer Service department as needed. Follow the procedures of our quality system in the daily performance of duties.





Develop and maintain knowledge of Master Lock, American Lock, and Sentry Safe products, as well as the policies and procedures necessary to provide timely assistance to our international customers. Attend briefings and training sessions related to new products, processes, and other relevant topics. Provide support in the follow-up and investigation of Customer Complaints (CFs), in accordance with the requirements of the Customer Service area, both at the corporate and local (Nogales) level.

Participate in audits established by the quality management system. Promote improvement activities and projects applicable to the area. Support in identifying and resolving potential issues reported by production.

Support in Master Lock's annual inventory. Bachelor's degree in Business Administration or a related field.

Languages: Advanced English.

Other Competencies: Proficiency in Oracle, Nice CxOne, Oracle Service Cloud, Microsoft Office Suite; Additional Information 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 benefits programs, product discounts, etc., 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: 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.

📌 Customer Operations Advisor (León)
🏢 The Master Lock
📍 León