Sr Rep, Customer Service

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!

The Sr. Customer Service Representative (CSR) is an individual contributor role responsible for going above and beyond to create a great experience while interacting with both internal and external customers regarding orders, credits, products and services.  The Customer Service Representative is the main point of contact for customers and sales teams to help answer questions and resolve issues.

Accountabilities

• Answers incoming calls, emails, faxes, and other inquiries according to department standards and provides appropriate and timely response
• Processes orders, product returns, credits, and bills for multiple brands with a high level of speed and accuracy
• Effectively communicates with internal and external customers, including service agents, sales representatives, and management
• Serves as key contact to MasterBrand Cabinets, Inc. (MBCI) customers in responding to inquiries, including but not limited to, order status, product information, claims/returns, order processing, account status, programs and processes
• Assesses problems or issues to determine and implement appropriate resolutions to both internal and external customers
• May serve as single point of contact to customers on key accounts, with elevated service requirements, etc.
• Provides guidance to team members on problems or issues to determine and implement appropriate resolutions
• Ensures expert-level familiarity with the full breadth of products from stock to custom, specializing in knowledge of custom
• Supports CS leadership through reporting trends/themes in service requests, running reports, supporting special projects, etc.
• Trains and mentors internal and cross-functional team members on product and systems for applicable brand(s)
• Consistently demonstrates the Six for Success: Be Trustworthy, Commit to your Team, Listen to Understand, Serve your Customer, Prepare and Plan, and Drive Results
• Performs other duties as may be assigned at management’s discretion

Characteristics & Attributes

• Promotes a "customer first" mentality
• Possesses a positive, upbeat attitude
• Demonstrates strong communications skills - listening, verbal, and written
• Proficiency in computer skills, including Microsoft Word, Excel, Access, Outlook or Lotus Notes, as well as working with databases
• Solid organizational skills, including multi-tasking and follow-up
• Ability to handle negativity and remain positive
• Expert understanding of product knowledge across all applicable brands
• Demonstrates abilities in successfully applying continuous improvement principles
• Strong analytical, reasoning, and problem-solving skills
• Self-motivated
• Team-oriented
• Shows proficiency and level of expertise with all business systems as they pertain to the organization
  • Strong ability to mentor and lead others through influence

• A high school diploma or equivalent is minimally required
• 4-year degree is preferred
• Prior customer service experience is required, preferred in a manufacturing environment

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].

*Actual pay will vary based on qualifications and other factors