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Kitchen Craft · 2 months ago

Rep, Customer Service II

Bowling Green, SC

Full-time

Onsite

New Grad, Entry Level

MasterBrand is the number one North American residential cabinet business, dedicated to enriching lives and creating meaningful memories for customers. The Rep, Customer Service II is responsible for addressing customer needs, ensuring accurate order requirements, and collaborating with various teams to resolve customer issues.

FurnitureManufacturingSales

Responsibilities

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

Qualification

Customer serviceSalesforceMicrosoft OfficeAttention to detailOrganizational skillsProduct knowledgeEffective communicationProblem-solvingTime management

Required

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

Ability to travel 5% annually (domestically)

High school diploma or GED equivalent minimally required

Prior Customer Service experience is required with preference for those who have worked in the cabinet industry