Customer Service Representative (Bertch… at MasterBrand · Waterloo

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 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 programs
• Effectively communicates with customers, team, sales, and management
• Assesses 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 investigate/research requests for no charge replacement items
• Interacts appropriately with all MBCI 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
• 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 assigned at management’s discretion

Characteristics & Attributes

• Strong service mentality – dedicated to satisfying the customer
• Strong oral and written communication skills
• Attention to detail
• Accurate keying & documentation
• Ability to meet deadlines in a fast-paced environment
• Solid organizational skills with the ability to manage multiple tasks at once
• Exceptional math skills (specifically fractions)
• Product knowledge
• Order entry and computer skills – Microsoft Word/Excel/Outlook
• Self-motivated
• Team oriented

• High school diploma or GED equivalent is minimally required
• College experience and/or a 2-year degree is preferred
• Prior customer service experience is preferred

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.