Client Support Specialist

1 week ago

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

For nearly 70 years, MasterBrand has been a leader in crafting environments where individuals gather, enhancing lives and creating lasting memories for our clients. Our stylish offerings, extensive dealer and retail network, along with our committed team members, have established us as the premier residential cabinet provider in North America. Our culture thrives on continuous improvement, built on trust in our tools, empowerment of our team, and a forward-moving mindset, supported by over 14,000 associates across more than 20 manufacturing facilities and offices.

Position Overview

The role of the Customer Service Associate is pivotal in delivering exceptional service to our clients. This position is tasked with addressing customer needs by ensuring that all order specifications are accurately detailed and fulfilled in a timely manner. The CSA collaborates directly with Builders, the MasterBrand field team, and subcontractors to resolve any customer inquiries that may arise.

Key Responsibilities
  • Handle incoming customer calls.
  • Respond to all customer inquiries within 2 business hours.
  • Identify and provide solutions to customer issues.
  • Coordinate with the FSR, Sales Representative, Builder, and Subcontractor to ensure clarity and alignment on expectations.
  • Create service work orders in Salesforce for warranty appointments, utilizing various communication methods from customers/homeowners and scheduling accordingly.
  • Input customer orders and quotes into our designated systems.
  • Resolve incomplete service issues, warranty claims, quality assessments, and installer debriefs, ensuring service work orders are completed in Salesforce.
  • Monitor construction schedules through various communication methods with the superintendent, regularly updating schedules as required by the Builder.
  • Prepare and confirm parts for technicians.
  • Communicate scheduled completion dates to customers for service appointments.
  • Act on all internal Salesforce communications requiring additional service trips.
  • Perform other duties as assigned by management.
Desired Skills and Attributes
  • Strong customer focus and commitment to overall satisfaction.
  • Meticulous attention to detail and accuracy in work.
  • Excellent interpersonal and communication skills with both internal and external customers.
  • Adept at problem-solving in situations where standard procedures may not apply.
  • Prior experience in a related field, preferably within the cabinet industry.
  • Ability to manage multiple tasks and prioritize effectively in a dynamic team environment.
  • Capacity to remain composed in high-pressure situations.
Qualifications
  • High school diploma or GED is required.
  • Higher education or business school certifications are preferred.
  • Proficient in computer skills, particularly with Microsoft Office applications such as Word and Excel.
  • Experience in account management is advantageous.
  • Basic mathematical skills, including arithmetic operations.
  • Proficiency in reading and writing in English.
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 status, marital status, military status, sexual orientation, genetic history or information, or any other basis protected by law. We also prohibit harassment based on these protected categories.

Reasonable Accommodations

MasterBrand Cabinets LLC is dedicated to providing reasonable accommodations to individuals with disabilities. If you have a disability and wish to discuss potential accommodations related to applying for employment, please reach out to us.

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