Customer Service Representive
Company Description
For nearly 70 years, MasterBrand has been shaping the places where people come together, enriching lives and creating meaningful memories for our customers. That, combined with our stylish products, expansive dealer and retail network, and dedicated associates, has helped make us the number one North American residential cabinet business. Our unique culture of continuous improvement is based on trusting the tools, empowering the team and moving forward, and is kept alive by our more than 14,000 associates across 20 plus manufacturing facility and offices. Visit www.masterbrand.com to learn more and join us in building great experiences together!
Job Description
A Customer Service Representative (CSR) provides support to customer accounts and handles any team calls routed to them. Responsibilities include, but are not limited to, assisting customers via phone, chat, and email; processing orders; and issuing credits and return authorizations. The CSR serves as the primary point of contact for customer inquiries. They also support the sales team by answering questions and troubleshooting issues. The CSR is responsible for ensuring timely resolution and closure of all reported issues. Shift will be 9am-6pm. Organizational Relationship This position reports to the Supervisor – Retail Customer Service Accountabilities Effectively communicates with customers team service agents and management. Serves as key interface to MBCI customers in responding to customer inquiries including but not limited to order status product information claims/returns order processing account status and sales program. Assesses customer-related problems or issues to develop and implement appropriate resolution; responds to consumer and customer inquiries with due diligence Responds promptly to customer requests claims resolution order update and order confirmations investigate requests for no charge replacement items. Interacts appropriately with all MBCI departments to resolves issues. Shows proficiency and high level of expertise with all business systems as they pertain to this organization. Answers incoming calls according to department standards and provides appropriate and timely customer feedback. Processes product returns credits bills. Provides order entry for multiple brands. Ensures familiarity with the full breadth of products from stock to custom. Use knowledge of all aspects of customer service functions to successfully maintain daily account responsibilities. Excellent phone and order entry skills. Excellent understanding of basic product knowledge. Self-development/continuous education- develops with Supervisor. Maintain knowledge of new products and product changes. Processing and maintenance of orders outside of normal processes to meet customer or system requirements. Maintain customer account information process and procedure documentation as well as training role backups.
Qualifications
High school diploma or equivalent required. College experience and/or two-year degree preferred. Strong service mentality – dedicated to satisfying the customer Strong oral and written communication skills Attention to details accurate Ability to meet deadlines in a fast-paced environment Solid organizational skills with the ability to manage multiple tasks at once Exceptional math skills Product knowledge Order entry and computer skills – Microsoft Word/Excel/Outlook and Lotus Notes Self-motivated Team oriented Additional Information Equal Employment Opportunity MasterBrand Cabinets LLC is an equal opportunity employer. MasterBrand Cabinets LLC’s policy is not to discriminate against any applicant or employee based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, military status, sexual orientation, genetic history or information, or any other basis protected by federal, state or local laws. MasterBrand Cabinets LLC also prohibits harassment of applicants or employees based on any of these protected categories. It is also MasterBrand Cabinets LLC’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions. Reasonable Accommodations MasterBrand Cabinets LLC is committed to working with and providing reasonable accommodations to individuals with disabilities. If you have a disability and wish to discuss potential accommodations related to applying for employment, please contact us at [email protected]. Department: Customer Service