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Customer Care Representative

2 months ago

Kennedy Space Center, United States Fortune Brands & Security, Inc. Full time

Customer Service Associate

Overview

The Customer Service Associate is essential in delivering exceptional service to our clients. This role is tasked with addressing customer inquiries and ensuring that all order specifications are accurately documented and fulfilled promptly. The CSA collaborates closely with Builders, the Masterbrand field Team, and Subcontractors to effectively resolve any customer issues that may arise.

Reporting Structure

This position reports directly to the Operations Supervisor.

Key Responsibilities

  1. Handle incoming customer calls efficiently.
  2. Ensure all customer communications are addressed within a two-business-hour timeframe.
  3. Identify and implement solutions to address customer concerns.
  4. Coordinate with the FSR, Sales Representative, Builder, and Sub-Contractor to maintain alignment and meet expectations.
  5. Create service work orders in Salesforce for warranty appointments, utilizing various communication methods from customers.
  6. Input customer orders and quotes into designated systems accurately.
  7. Resolve issues related to service, warranty, quality checks, and installer debriefs by completing service work orders in Salesforce.
  8. Monitor construction schedules through various communication channels with the superintendent.
  9. Prepare and stage parts for technicians as needed.
  10. Inform customers of scheduled completion dates for service appointments.
  11. Act on all internal Salesforce communications that require additional service trips.
  12. Perform other duties as assigned by management.

Desired Skills and Attributes

  • Strong customer focus with an emphasis on overall satisfaction.
  • Attention to detail and accuracy in all tasks.
  • Effective communication skills with both internal and external customers.
  • Ability to interpret and analyze business documents and regulations.
  • Proficient in writing reports and business correspondence.
  • Capable of presenting information clearly and responding to inquiries from various stakeholders.
  • Strong numerical skills for calculating figures and amounts.
  • Problem-solving abilities to navigate varying customer requirements.
  • Previous experience in a related field, preferably within the cabinet industry.
  • Proficient in Microsoft Office applications, with experience in AS400 and Salesforce being advantageous.
  • Experience in managing account relationships is preferred.
  • Able to multitask and prioritize effectively in a dynamic team environment.
  • Composed under pressure and able to handle stressful situations.

Education Requirements

A high school diploma or GED is required, with higher education or business school certifications being preferred.

Company Overview

Fortune Brands & Security, Inc. is committed to providing a diverse range of cabinetry products designed to meet various budgets and lifestyles. With a robust presence across North America and a dedicated team, we strive to help individuals realize their vision of a welcoming home through innovative solutions that foster connections among family and friends.

Equal Opportunity Employer

Fortune Brands & Security, Inc. is an equal opportunity employer, evaluating qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status, or any other legally protected characteristic.