Customer Service Representative III

Job Description

Customer Service Representative (CSR) III is an individual contributor role responsible for going above and beyond to create a great experience while interacting with both internal and external customers regarding orders, credits, products and services. The Customer Service Representative is the main point of contact for customers and sales teams to help answer questions and resolve issues.

This position reports to the Supervisor, Customer Service

• Answers incoming calls, emails, faxes, and other inquiries according to department standards and provides appropriate and timely response
• Processes orders, product returns, credits, and bills for multiple brands with a high level of speed and accuracy
• Effectively communicates with internal and external customers, including 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 resolutions to both internal and external customers
• May serve as single point of contact to customers on key accounts, with elevated service requirements, etc.
• Provides guidance to team members on problems or issues to determine and implement appropriate resolutions
• Ensures expert-level familiarity with the full breadth of products from stock to custom, specializing in knowledge of custom
• Supports CS leadership through reporting trends/themes in service requests, running reports, supporting special projects, etc.
• Trains and mentors internal and cross-functional team members on product and systems for applicable brand(s)
• Consistently demonstrates the Six for Success: Be Trustworthy, Commit to your Team, Listen to Understand, Serve your Customer, Prepare and Plan, and Drive Results
• Performs other duties as may be assigned at management’s discretion

• Promotes a "customer first" mentality
• Possesses a positive, upbeat attitude
• Demonstrates strong communications skills - listening, verbal, and written
• Proficiency in computer skills, including Microsoft Word, Excel, Access, Outlook or Lotus Notes, as well as working with databases
• Solid organizational skills, including multi-tasking and follow-up
• Ability to handle negativity and remain positive
• Expert understanding of product knowledge across all applicable brands
• Demonstrates abilities in successfully applying continuous improvement principles
• Strong analytical, reasoning, and problem-solving skills
• Self-motivated
• Team-oriented
• Shows proficiency and level of expertise with all business systems as they pertain to the organization
• Strong ability to mentor and lead others through influence

Qualifications

• A high school diploma or equivalent is minimally required
• 4-year degree is preferred
• Prior customer service experience is required, preferred in a manufacturing environment

Additional Information

MasterBrand Cabinets, Inc. is an equal opportunity employer. MasterBrand Cabinets, Inc evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

MasterBrand Cabinets, Inc. is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to [emailprotected] and let us know the nature of your request along with your contact information.