Customer Service Representative - job 1 of 2

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 Rep, Customer Service II reports to the Supervisor, Dealer Customer Service (Starmark). The Rep, Customer Service II is an individual contributor role responsible for going above and beyond to create a premium experience while interacting with both internal and external customers. The Rep, Customer Service II is responsible for processing orders and answering customer calls. The Rep, Customer Service II is the main contact for information to the customers and provides support to the sales team by answering questions and troubleshooting.  

YOUR ROLE: 

• Serves as key interface to customers in responding to customer inquiries including but not limited to: order status, detailed product specifications, product information, claims/returns, order processing, account status, and sales programs. 

• Communicates effectively with customers, team, sales, and management. 

• Assess customer-related problems or issues to develop and implement appropriate resolution including identifying how to prevent issues in the future. 

• Responds to consumer and customer inquiries with due diligence. 

• Responds promptly to customer requests and investigates/research requests for no charge replacement items. 

• Interacts appropriately with all MasterBrand departments to resolve issues. 

• Shows proficiency and high level of expertise with all business systems as they pertain to the organization. 

• Maintains knowledge of new products and product changes. 

• Maintains customer account information process and procedure documentation. 

• Develops in-depth knowledge of all MasterBrand strategic business units. Leverages ideas from other reviews and co-workers to provide value-added recommendations and best practices to others.  

• Consistently demonstrates the MasterBrand Way, positioning the company for growth and helping identify opportunities to reduce waste, complexity, and improve our work environment. 

• Demonstrates teamwork by responsively collaborating with management and staff, sharing information and ideas, proactively seeking, and accepting constructive feedback, and accepting additional assignments when appropriate.  

• Identifies self-development needs and seeks opportunities to work on areas that will further develop skills.  

• Participates in company efforts related to ethics and compliance activities. 

Make the team better  

• Celebrate success; give feedback to improve 

• Get actively involved and share your perspective 

Be bold 

• Make big commitments to deliver big results 

• Fail fast 

Champion improvement 

• Trust the tools to drive results 

• Don’t wait for someone else to find a better way 

PHYSICAL REQUIREMENTS: 

The individual must be able to remain in a stationary position for 90% of the time and constantly operate a computer and other office productivity machinery such as a calculator, copy machine, and computer printer. This includes typing, clicking, and writing. Frequently positions self to maintain information in drawers and shelving. The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information. Ability to read documents, emails, and computer screens, as well as see details on printed materials and presentations. Consistently works in an indoor setting. While traveling, the individual in this position needs to occasionally move about on the plant floor when going on plant tours/site visits and attending meetings.  

WORK ENVIRONMENT: 

This is a remote role where the individual can effectively and independently work from their home office, adhering to the designated work schedule, completing tasks, and meeting deadlines. As a remote employee, the individual will need internet connectivity capable of supporting virtual communication tools that allow for collaboration with team members, attendance of meetings, and participation in company activities. The individual will be required to set up and maintain a suitable home office environment conducive to productivity. This includes having a dedicated workspace with a comfortable chair, desk, and adequate lighting. The individual is expected to travel 5% of their time to go on plant tours/site visits, team meetings or trainings. This travel may require overnight stays and may be multiple days in duration.  

• Strong service mentality- dedicated to satisfying the customer. 

• Ability to meet deadlines in a fast-paced environment. 

• Proficient in accurately inputting and documenting orders, with a strong emphasis on attention to detail. 

• Solid organizational skills with the ability to manage multiple tasks at once. 

• Exceptional math skills, specifically with fractions. 

• Ability to retain product knowledge and provide Product Specifications. 

• Effective communication (written and verbal); clearly, concisely and with context communicate objectives and expectations with customers, team members, and management.  

• Strong skills in Microsoft Office, including Word, Outlook, and Excel. 

• Ability to travel 5% annually (domestically). 

EDUCATION & EXPERIENCE:  

• High school diploma or GED equivalent minimally required.  

• Associate’s degree is preferred. 

• Prior Customer Service experience is required with preference for those who have worked in a manufacturing setting. 

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].