Customer Service Representative

For more than 70 years, MasterBrand has been shaping the places where people come together, enriching lives and creating meaningful memories for our customers. We are the #1 manufacturer of residential cabinets in North America, and our associates produce the most comprehensive portfolio of superior cabinetry products for the kitchen, bath and other parts of the home. Come see why our associates love working at MasterBrand.

Job Description:

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.

The hours for this position are 11am-8pm EST Monday-Friday with rotating Saturdays. This position is fully remote.

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 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.
• 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
   

Qualifications

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.