Sr Rep, Customer Service

MasterBrand, Inc. is a leading company in the consumer goods industry, known for its stylish products and commitment to customer satisfaction. The Senior Customer Service Representative is responsible for managing customer inquiries, processing orders, and providing high-level support while also taking on some leadership responsibilities within the customer service team.

Responsibilities:

• Expert at communications with internal and external customers including the 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 resolution for both internal and external customers
• Answers incoming calls and emails according to departmental standards in a timely manner
• Processes orders, product returns, credits, and invoices for multiple brands with a high level of speed and accuracy
• Extensive fluency with the full breadth of products, from stock to custom
• Maintains knowledge of new products and product changes
• Investigates requests for warranty replacement items
• Maintains customer account information
• Consistently meets individual and team goals
• Follows issues to complete resolution
• Assess customer related problems or issues to develop and implement appropriate resolution
• Responds to customer inquiries with due diligence
• Shows proficiency and high level of expertise with all business systems as they pertain to this organization
• Ability to train others on product and systems for applicable Brand(s)
• Ability to step into a leadership role when Supervisor is not available

Requirements:

• Previous Customer Service Experience Required
• 2 year college degree preferred