Customer Service Representative

• 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.
• Participates in company efforts related to ethics and compliance activities.
• Performs other duties as assigned.

• Celebrate success; give feedback to improve
• Get actively involved and share your perspective

• Make big commitments to deliver big results
• Fail fast

• Trust the tools to drive results
• Don’t wait for someone else to find a better way

• 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 Salesforce experience is preferred.
• Ability to travel 5% annually (domestically).

• 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 the cabinet industry.
• Previous account management experience is preferred.

MasterBrand Cabinets LLC