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Customer Support Representative

2 months ago

Franklin, Tennessee, United States MasterBrand Cabinets Full time
Company Overview

For nearly 70 years, MasterBrand has been enhancing the environments where individuals gather, enriching lives and crafting memorable experiences for our clients. Our stylish offerings, extensive dealer and retail network, along with our dedicated team, have positioned us as the leading residential cabinet provider in North America. Our culture of continuous improvement thrives on trust, empowerment, and progress, supported by over 14,000 associates across more than 20 manufacturing facilities and offices.

Position Overview

The Customer Service Associate is integral to our customer service operations. This role involves addressing customer inquiries and ensuring that order specifications are accurately processed and fulfilled in a timely manner. The CSA collaborates directly with Builders, the MasterBrand field team, and subcontractors to resolve any customer issues that may arise.

Key Responsibilities
  • Handle incoming customer calls professionally.
  • Respond to all customer communications within two business hours.
  • Identify and implement solutions to address customer concerns.
  • Coordinate with the FSR, Sales Representative, Builder, and Subcontractor to ensure clarity and alignment.
  • Create service work orders in Salesforce for warranty appointments based on customer communications and schedule them accordingly.
  • Input customer orders and quotes into our designated systems.
  • Resolve issues related to service, warranty, quality inspections, and installer debriefs by completing service work orders in Salesforce.
  • Monitor construction schedules through various communication methods with the superintendent to keep track of changes.
  • Prepare and stage parts for technicians as needed.
  • Inform customers of scheduled completion dates for service appointments.
  • Act on all internal Salesforce communications that require additional service visits.
  • Perform other duties as assigned by management.
Required Skills & Attributes
  • Strong customer focus with an emphasis on overall satisfaction.
  • Meticulous attention to detail and accuracy in work.
  • Effective communication skills for positive interactions with both internal and external customers.
  • Adept at solving practical problems and adapting to varying customer needs.
  • Prior experience in a related field, preferably within the cabinet industry.
  • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
  • Composure in stressful situations.
Qualifications
  • High school diploma or GED is required.
  • Higher education or business school certifications are preferred.
  • Proficient in Microsoft Office applications, including Word and Excel.
  • Experience in account management is advantageous.
  • Basic arithmetic skills are necessary.
  • Proficiency in reading and writing in English is required.
Additional Information

Equal Employment Opportunity

MasterBrand Cabinets LLC is an equal opportunity employer. We do not discriminate against any applicant or employee based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability, marital status, military status, sexual orientation, genetic history, or any other protected category. We also prohibit harassment based on these protected categories.

Reasonable Accommodations

MasterBrand Cabinets LLC is committed to providing reasonable accommodations to individuals with disabilities.