A Customer Service Representative (CSR) provides support to customer accounts and handles any team calls routed to them. Responsibilities include, but are not limited to, assisting customers via phone, chat, and email; processing orders; and issuing credits and return authorizations. The CSR serves as the primary point of contact for customer inquiries. They also support the sales team by answering questions and troubleshooting issues. The CSR is responsible for ensuring timely resolution and closure of all reported issues.

This position works Monday through Friday from 8:00 a.m. to 5:00 p.m. Pacific Time (11:00 a.m. to 8:00 p.m. Eastern Time).

Organizational Relationship

This position reports to the Supervisor – Retail Customer Service

Accountabilities

Effectively communicates with customers team service agents and management.
Serves as key interface to MasterBrand 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 MasterBrand 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.
Consistently demonstrate MasterBrand's Six for Success: Be trustworthy Commit to your team Listen to understand Serve your customer Prepare & plan Deliver the result
Perform other duties as may be assigned at management’s discretion

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

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].