Customer Service Representive

MasterBrand, Inc. is a leading North American residential cabinet business with a commitment to enriching lives and creating meaningful memories. The Customer Service Representative (CSR) provides support to customer accounts, assists customers via phone, chat, and email, and serves as the primary point of contact for customer inquiries while ensuring timely resolution of issues.

Responsibilities:

• 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

Requirements:

• High school diploma or equivalent required
• 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
• College experience and/or two-year degree preferred