Rep, Order Management

  • 1205 Peters Drive, Waterloo, Iowa
  • Full-time
  • Department: Customer Service

Company Description

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.

Job Description

The Customer Service Representative (CSR) is an individual contributor role responsible for going above and beyond to create a premium experience while interacting with both internal and external customers. Responsibilities include but are not limited to: processing orders and answering customer calls. The CSR is the main contact for information to the customers. Provides support to the sales team by answering questions and troubleshooting.


  • Serves as key interface to MBCI customers in responding to customer inquiries including but not limited to: order status, detailed product specs, product information, claims/returns, order processing, account status, and sales programs
  • Effectively communicates with customers, team, sales, and management
  • Assesses customer-related problems or issues to develop and implement appropriate resolution including identifying how to prevent issues in the future
  • Responds to consumer and customer inquiries with due diligence
  • Responds promptly to customer requests and investigate/research requests for no charge replacement items
  • Interacts appropriately with all MBCI departments to resolve issues
  • Shows proficiency and high level of expertise with all business systems as they pertain to the organization
  • Maintains knowledge of new products and product changes
  • Maintains customer account information process and procedure documentation
  • Consistently demonstrate MasterBrand's Six for Success: Be trustworthy; Commit to your team; Listen to understand; Serve your customer; Prepare & plan; Deliver the result
  • Perform other duties as assigned at management’s discretion

 Characteristics & Attributes

  • Strong service mentality – dedicated to satisfying the customer
  • Strong oral and written communication skills
  • Attention to detail
  • Accurate keying & documentation
  • Ability to meet deadlines in a fast-paced environment
  • Solid organizational skills with the ability to manage multiple tasks at once
  • Exceptional math skills (specifically fractions)
  • Product knowledge
  • Order entry and computer skills – Microsoft Word/Excel/Outlook
  • Self-motivated
  • Team oriented


Education & Experience

  • High school diploma or GED equivalent is minimally required
  • College experience and/or a 2-year degree is preferred
  • Prior customer service experience is preferred

Additional Information

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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