The Customer Service Representative (CSR) is an individual contributor role responsible for going above and beyond to create a premium experience while interacting with both internal and external customers. Responsibilities include but are not limited to: processing orders and answering customer calls. The CSR is the main contact for information to the customers. Provides support to the sales team by answering questions and troubleshooting.Organizational Relationship
This role reports directly to the Manager Customer Service. This is an onsite customer service role.Accountabilities Serves as key interface to MBCI customers in responding to customer inquiries including but not limited to: order status, detailed product specs, product information, claims/returns, order processing, account status, and sales programsEffectively communicates with customers, team, sales, and managementAssesses customer-related problems or issues to develop and implement appropriate resolution including identifying how to prevent issues in the futureResponds to consumer and customer inquiries with due diligenceResponds promptly to customer requests and investigate/research requests for no charge replacement itemsInteracts appropriately with all MBCI departments to resolve issuesShows proficiency and high level of expertise with all business systems as they pertain to the organizationMaintains knowledge of new products and product changesMaintains customer account information process and procedure documentationConsistently demonstrate MasterBrand's Six for Success: Be trustworthy; Commit to your team; Listen to understand; Serve your customer; Prepare & plan; Deliver the resultPerform other duties as assigned at management’s discretionCharacteristics & AttributesStrong service mentality – dedicated to satisfying the customerStrong oral and written communication skillsAttention to detailAccurate keying & documentationAbility to meet deadlines in a fast-paced environmentSolid organizational skills with the ability to manage multiple tasks at onceExceptional math skills (specifically fractions)Product knowledgeOrder entry and computer skills – Microsoft Word/Excel/OutlookSelf-motivatedTeam oriented