Customer Service Representative

MasterBrand Cabinets LLC•Waterloo, IA

3h•Hybrid

About The Position

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 Customer Service Supervisor. This will be a hybrid position that will work four days at the Waterloo, IA plant and one day remote. Accountabilities Serves as key interface to MasterBrand 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 MasterBrand 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 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

Requirements

High school diploma or GED equivalent is minimally required
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

Nice To Haves

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

Responsibilities

Serves as key interface to MasterBrand 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 MasterBrand 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
Perform other duties as assigned at management’s discretion