Customer Service Representative

  • Remote, Richmond, IN, United States
  • Employees can work remotely
  • Full-time
  • Department: Customer Service

Job Description

Work from Home Position

Position Summary

This is an individual contributor role that is responsible for the accountabilities of a Customer Service Specialist.  Additionally, this role is a non-supervisory leader who provides training and expertise for other members of the team.  Responsible for documenting and developing training materials as well as assisting with escalated issues.  This person is expected to provide peer mentoring to less experienced associates and assist in project management.

Organizational Relationship

Reports directly to the Supervisor, Customer Service


  • Provide back up support to Sr Supervisor and Manager
  • Input and review weekly KPI’s (Key Performance Indicators) for the Customer Service team
  • Play a key role in project implementations
  • Initiate and manage monthly Regional sales calls and note/monitor account challenges, new customer programs, and upcoming accounts
  • Activate new accounts
  • SPA management
  • Answer calls from multiple customers according to department standards and provides appropriate and prompt feedback- both internal and external
  • Complete  appropriate paperwork associated with entering and processing customer orders
  • Be proactive with communication to customers and team members
  • Provide order entry support when team needs help
  • Effectively optimize loads by proper load balancing
  • Liaison between plant and customer regarding quality issues
  • Address logistic/carrier issues as they arise and develop resolutions
  • Investigate and question no charge replacement orders
  • Provide customers with order status documents, including, acknowledgements, service orders, and delivery notifications
  • Lead investigation, make decisions, and resolve customer issues, and modify process to prevent future recurrence
  • Maintain knowledge of engineering changes, manufacturing process, production scheduling releases, and customer service concepts, practices and procedures and the systems that support them
  • Maintain electronic documentation of standard work procedures for customer account management
  • Define problems, collect data, establish facts, draw appropriate conclusions, and provide solutions.  Seek clarification to determine root cause of issues
  • Maintain a working knowledge of company-required software, computer, and office equipment
  • Build relationships and positively interact and communicate with customers, both internal and external
  • Ability to read, analyze, and interpret  general business information, documents, and regulations
  • Effectively present information and respond to inquiries from customers, other departments, and team members
  • Ability to solve practical problems and deal with variables in situations where standardized methods and procedures may exist.  Must possess decision making skills to determine when exceptions are needed to provide resolution to the situation
  • Understand customer requirements and analyze requests for potential obstacles before implementing systematic changes
  • Handle stressful situations while remaining calm
  • Provide back-up support to other members of the team (may include cross-functional roles)
  • Other duties as may be assigned at management’s discretion
  • Promotes change, assisting with implementation of changes to process/procedures
  • Mentor and train new team members
  • Coordinates workload activity within team at corporate office
  • Facilitate training sessions for personnel on team
  • Lead investigation into customer issues, make decisions and modify processes accordingly
  • In depth understanding of customer needs, elevating issues to supervisor when appropriate
  • Provide back-up assistance for Semi Custom process
  • Monitor daily phone coverage
  • Keep customer and misc. lists up to date
  • Resolve backorders
  • Utilize reporting tools to troubleshoot potential issues and manage daily workload

Characteristics & Attributes

  • Extensive knowledge of product and channel processes
  • Analyze data and understand how data relates to business
  • Promote positive team environment and take leadership role when needed
  • Audit output for new team members
  • Ability to communicate with people in varying levels of skilled trades
  • Demonstrated ability to meet deadlines and effectively organize and prioritize multiple tasks at once
  • Demonstrates energy, enthusiasm, and a “customer first” attitude to both internal and external customers
  • Strong organizational and leadership skills
  • Strong service mentality – dedicated to satisfying the customer
  • Product knowledge and channel processes
  • Strong attention to detail and accuracy in work produced
  • Ability to nurture long term partner relationships
  • Ability to define problems, collect data, establish facts, and draw conclusions
  • Ability to follow existing guidelines and improve established procedures
  • Ability to interpret instructions provided in written, oral, diagram, and other forms
  • Ability to handle multiple tasks, and function in a team-oriented, fast-paced environment
  • Ability to prioritize workload and hand-off to team members in order to meet deadlines
  • Must be able to adapt to continual change and competing priorities
  • Self-motivated, Team oriented
  • Strong problem solving skills
  • Consistently demonstrate the 6 for Success: be trustworthy, commit to your team, listen to understand, serve your customer, prepare and plan, deliver the result
  • Strong written and verbal communication skills – Communication with Customer, Account Managers, and other MBCI associates
  • Software knowledge:  Microsoft Office, AS400
  • Office Equipment knowledge: Scanners, Fax, Copier
  • Mathematical knowledge: Experience in basic accounting procedures, exceptional math skills, Ability to analyze numerical data and identify trends
  • Ability to travel as business needs require – Estimated at  2-5% for the purpose of customer visits

Education & Experience

  • A 2-year or 4-year degree is highly preferred
  • Previous Customer Service experience preferred

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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