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 Senior Customer Service Representative is responsible for phone coverage, order processing, and support functions at an unfailingly high level. A Senior Customer Service Representative will have some leadership responsibilities and periodic Customer Service project work. The Senior Customer Service Representative is the main point of contact for customers and sales team to help answer questions and resolve issues.

Organizational Relationship:

This position will report to the Customer Service Supervisor.

Accountabilities:

• 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

Knowledge, Skills, Experience, & Attitude:

• Customer-first Mentality
• Positive, Upbeat Attitude
• Motivator
• Lead by Example
• Professional Demeanor
• Strong Communication Skills, both Verbal & Written
• Training [New Hire, New Product, Product Changes, Processes and Procedures]
• Ability to update Training Material when needed
• Proficient Computer Skills including Word, Excel, Microsoft Outlook, Access
• Self-motivated, Team Oriented
• Ability to Handle Negativity and remain Positive
• Active Listener
• Excellent Follow-up Skills
• Self-Awareness, knowing their Strengths and Weaknesses
• Self-development/Continuous Education [develop with Supervisor]
• Demonstrated Team Leadership ability in Successfully applying Continuous Improvement Principles
• Solid Organizational, Problem Solving, and Analytical Skills
• Ability to Manage Multiple Tasks at once

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

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 staffing@masterbrand.com.