Customer Service Representative

Company Description

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!

Job Description

The Rep, Customer Service II reports to the Supervisor, Sales Operations Builder. The Rep, Customer Service II is an individual contributor role responsible for addressing customer needs by ensuring that tasks and order requirements are accurately detailed and completed on time. The Rep, Customer Service II will collaborate directly with the Builder, the MasterBrand field team and Subcontractors to resolve any customer issues that may occur.

YOUR ROLE:

• Answers calls and responds to all customer communication within two business hours of receipt.

• Creates service work orders in Salesforce for warranty appointments via phone, email, or web-based communications from customers/homeowners and schedules accordingly. Checks the warranty calendar for availability and makes entries accordingly.

• Tracks construction schedules through verbal, electronic, or hard copy communications with the superintendent. Collects schedules as required by the Builder on a regular basis to stay updated with changes and ensures alignment in Salesforce.

• Communicates scheduled completion dates with Customers for scheduled service appointments.

• Addresses and resolves incomplete services, warranty issues, quality inspections, and installer debriefs. Completes service work orders in Salesforce.

• Acts upon all internal Salesforce communication requiring additional service trips and processes accordingly.

• Ensures that parts are confirmed and appropriately staged for technicians.

• Diagnoses and prescribes solutions to resolve customer concerns.

• Works with the Field Service, Sales, Builder, and Sub-Contractors to ensure alignment and expectations are met.

• Enters customer orders and quotes using our designated systems.

• 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. 

Qualifications

• Strong service mentality - dedicated to satisfying the customer.

• Ability to meet deadlines and multi-task 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.

• Ability to write reports, business correspondence, and procedural information. 

• Ability to effectively present information and respond to inquiries from associates, customers, and the general public. 

• Ability to calculate figures and amounts, such as prices, service timeframes, discounts, interest, commissions, proportions, and percentages. 

• Ability to solve practical problems and deal with variables in situations where standardized methods and procedures may exist, but customer requirements and work situations may vary. 

• Ability to retain product knowledge and provide Product Specifications.

• Ability to manage stressful situations while remaining calm.

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

• Ability to read, analyze, and interpret general business information, documents, and regulations in the English language. 

• Strong skills in Microsoft Office, including Word, Outlook, and Excel. Previous AS400 and Salesforc