Supervisor, Customer Service

Company Description

Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. We’re focused on exciting opportunities within the home, security and commercial building markets. Our driving purpose is to 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.

At Fortune Brands, we’re building something big. We’re advancing exciting innovations in all of our products and processes. We’re delivering trust, dependability, sustainability, and style. To make it all happen, we’ve transformed our workplace into an environment where smart, ambitious people have the support to reach their fullest potential.

When you join Fortune Brands, you become part of a high-performing team empowered to think big, learn fast and make bold decisions. We support an inclusive culture where everyone is encouraged be their authentic selves, and where our differences and unique perspectives are a key strength.

Explore life at Fortune Brands here.

Job Description

As a Customer Service Supervisor, you will guide and manage a team of frontline associates and ensure smooth daily, remote, call center operations. In this role, you will oversee scheduling, performance metrics, reporting, and workforce management while supporting your team through hands-on coaching, training, and issue resolution.

You’ll also collaborate with cross-functional departments—including Transportation, Distribution, Pricing, and A/R—to improve the customer experience and support process enhancements. The Customer Service Supervisor plays a key role in advancing departmental goals and acts as a backup to the Customer Service Manager when needed.

At FBIN, we value individuals who Think Fast, responding quickly and effectively to dynamic business needs and operational challenges. Work It Together, building trusted partnerships across teams to align service with business priorities and Make the Hard Call, making thoughtful, timely decisions to support customers and business outcomes.

Position Location: This is a remote position with standard working hours of Monday through Friday, 8:00 AM to 5:00 PM.

What You’ll Be Doing:

• Manager, coach, and inspire a team of frontline customer service associates to achieve performance and quality goals.

• Oversee daily call center operations, including scheduling, workload balancing, and performance tracking.

• Provide guidance and support to your team by answering questions and resolving escalated customer concerns.

• Ensure service standards and procedures are consistently met across all customer interactions.

• Conduct regular one-on-ones, team huddles, and coaching sessions to develop talent and reinforce performance excellence.

• Collaborate with leadership and training teams to enhance efficiency, recognize achievements, and support associate growth.

• Partner cross-functionally with internal departments to resolve issues and improve the end-to-end customer experience.

• Manage daily, weekly, and monthly reporting on key metrics including productivity, error tracking, and KPIs.

• Support system testing, process audits, and rollout of new technologies and workflows.

• Provide backup support to the Customer Service Manager and fulfill ad-hoc requests as needed.

Qualifications

• 5+ years of experience in a call center environment, including prior leadership or supervisory experience.

• Experience coaching and developing team members, including giving feedback and leading team meetings or training.

• Demonstrated written and verbal communication skills with the ability to analyze reports and data to track performance and drive improvements.

• Proficiency in Microsoft Office tools, including Excel and PowerPoint.

• Experience with contact center systems such as Nice CXone, SAP, Esker, and Webstation.

• Comfortable collaborating across teams and managing changing priorities in a dynamic environment.

• Preferred Qualifications

• Associate’s or Bachelor’s degree.

• Experience working on projects with other teams, such as improving processes or launching new tools.

Additional Information

COMPANY DESCRIPTION:

Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. We’re focused on exciting opportunities within the home, security and commercial building markets. Our driving purpose is to elevate every life by transfor