Customer Service Representative

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
The Customer Service Representative (CSR) is an individual contributor role responsible for going above and beyond to create a premium experience while interacting with both internal and external customers. Responsibilities include but are not limited to: processing orders and answering customer calls. The CSR is the main contact for information to the customers. Provides support to the sales team by answering questions and troubleshooting.

Organizational Relationship
This role reports directly to the Supervisor of Customer Service. Position is 100% a work from home assignment.

Accountabilities

Serves as key interface to MLLC customers in responding to customer inquiries including but not limited to: order status, detailed product specs, product information, claims/returns, order processing, account status, and sales programs

Effectively communicates with customers, team, sales, and management

Assesses customer-related problems or issues to develop and implement appropriate resolution including identifying how to prevent issues in the future

Responds to consumer and customer inquiries with due diligence

Responds promptly to customer requests and investigate/research requests for no charge replacement items

Interacts appropriately with all MBCI departments to resolve issues

Shows proficiency and high level of expertise with all business systems as they pertain to the organization

Maintains knowledge of new products and product changes

Maintains customer account information process and procedure documentation

Consistently demonstrate MasterBrand’s Six for Success: Be trustworthy; Commit to your team; Listen to understand; Serve your customer; Prepare & plan; Deliver the result

Perform other duties as assigned at management’s discretion

Characteristics & Attributes

Strong service mentality – dedicated to satisfying the customer

Strong oral and written communication skills

Attention to detail

Accurate keying & documentation

Ability to meet deadlines in a fast-paced environment

Solid organizational skills with the ability to manage multiple tasks at once

Exceptional math skills (specifically fractions)

Product knowledge

Order entry and computer skills – Microsoft Word/Excel/Outlook

Self-motivated

Team oriented

Qualifications
High school diploma or GED equivalent is minimally required

College experience and/or a 2-year degree is preferred

Prior customer service experience is preferred

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.