Customer Service Supervisor

  • 1 Masterbrand Cabinets Dr, Jasper, IN 47546, USA
  • Employees can work remotely
  • 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 www.masterbrand.com to learn more about how we build employee opportunity, purpose, and reward into everything we do.

Job Description

Position Summary

This is a supervisory role that is responsible for managing a function-specific team of employees with a brand or sales channel based Customer Service group.

Organizational Relationship

Reports directly to the Senior Manager Customer Service.

Accountabilities

  • Provide direct supervision for team members; develop each associate’s skills according to goals and knowledge level.
  • Monitor workload management and team metric goals effectively report finding and manage team performance.
  • Monitor Customer Service to ensure calls are being answered quickly and efficiently and orders are being entered timely and accurately.
  • Assist Customer Service Representatives in resolution of situations regarding customer orders deliveries product questions and deal with plant/manufacturing issues.
  • Assist in training new and existing personnel.
  • Provide regular and timely assessment feedback and coaching for associates regarding their performance.
  • Analyze interpret and respond to reports relative to business needs and make timely operational decisions.
  • Oversee root-cause analysis and appropriate interventions or corrective actions to prevent recurring customer claims.
  • Advance team relationships to MasterBrand Cabinets including Customer Service channel region and team responsibilities.
  • Consistently demonstrate the Six for Success: Be Trustworthy Commit to your Team Listen to Understand Serve your Customer Prepare and Plan and Drive Results

Characteristics & Attributes

  • Proven experience in a supervisory leadership role with demonstrated mentoring/coaching and performance management skills.
  • Strong service orientation – dedicated to satisfying the customer.
  • Ability to effectively operate in a fast-paced dynamic environment.
  • Computer skills including working knowledge of Microsoft Word/Excel/PowerPoint databases email and internet.
  • Superior phone skills.
  • Ability to manage workloads multitask and meet deadlines.
  • Demonstrated ability to effectively communicate in written verbal and presentation formats.
  • Self-motivated to move ahead and team-oriented to tackle tasks.
  • Solid organizational skills.
  • Demonstrated problem-solving skills and proficiency with decision making.
  • Demonstrates energy enthusiasm and a “customer first” attitude with both internal and external customers.
  • Demonstrated ability to train others including with customer service skills and techniques.
  • A team player with the ability to gain respect and maintain successful relationships with our customers and employees.
  • Demonstrated business acumen and professional demeanor.
  • Ability to anticipate and plan strategically for future business needs
  • Focused on continuous improvement while maintaining ongoing daily operations.
  • Ability to travel as required for the purpose of training trade shows site visits store openings etc.

Qualifications

Education & Experience

  • High school diploma or GED equivalent is minimally required.
  • A Bachelor’s –level degree is preferred or 4+ years of relevant full-time experience is preferred.
  • Prior Customer Service experience is required preferably in a manufacturing environment.

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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