Customer Service Representative

  • 1205 Peters Dr, Waterloo, IA 50703, USA
  • Full-time
  • Department: Customer Service

Job Description


  • Deal with complex issues as they arise for sales, customer service, manufacturing & purchasing – determine root cause and resolution
  • Research/understand pricing/billing related questions
  • Support for New dealer onboarding
  • Create and maintain standardized procedures for department
  • Communicate launch information to team as needed
  • Manage internal manufacturing orders for upcoming product launches & provides testing as needed to support engineering/manufacturing
  • Utilize Reporting tools to identify problems/establish processes
  • Handle incoming calls and order entry as needed
  • Ability to root cause solution to complex questions received from sales team
  • Maintain white glove premium partnerships with dealers, focusing on top dealers
  • Back up to supervisor as needed
  • Troubleshoot quality issues with Cross Functional teams (BSS, Engineering, Scheduling)
  • Assist in training new hires
  • Input Aldon tickets and assist with driving solutions for repeat issues


  • Manage all escalated concerns with manufacturing constraints or restraints keeping customer service team informed with relevant information and speaking points for customers
  • Support logistics with escalated concerns
  • Identify and manage any system related issues & troubleshooting with cross-functional teams
  • Identify where processes need implemented, create process, provide testing and troubleshoot potential breakdown, manage process & identify and train any additional team members as needed
  • Identify potential waste within team
  • Liaison between other MBCI departments and CS team
  • Can work with little to no supervision
  • Self-driven, motivated, maintain positive attitudes while implementing and adapting to change

Additional Information

MasterBrand Cabinets, Inc. offers a wide spectrum of cabinetry products designed to satisfy every budget and lifestyle. With a large North America footprint and diverse team of nearly 13,000 employees, we help people fulfill their dreams of a comfortable, inviting home through innovations in fashion and functionality that bring family and friends together. We invite you to visit to learn more about how we build employee opportunity, purpose, and reward into everything we do.

Equal Employment Opportunity

MasterBrand Cabinets, Inc. is an equal opportunity employer. MasterBrand Cabinets, Inc evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Reasonable Accommodations

MasterBrand Cabinets, Inc. is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to [email protected] and let us know the nature of your request along with your contact information.

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