Consumer Affairs Specialist I

  • 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:

Consumer Affairs is responsible for bringing seemingly irresolvable consumer complaints to a fair resolution in a timely and efficient manner.  The CA specialist is the voice of the MBCI corporate office to the end consumer across all brands.  Responsibilities will include evaluating the consumer issue, providing instruction for the best course of action, and managing the case through to final resolution.  Position may also include follow up tracking and analyzing consumer complaints.

Accountabilities:

  • Manage advanced consumer complaints received through various channels (such as the internet, social media, consumer advocacy agencies such as the Better Business Bureau, president’s office, and other MBCI departments)
  • Aspects of this position necessitate elevated confidentiality levels as lawsuits are resolved and high dollar settlement amounts are negotiated; working directly with Fortune Brand Legal is required
  • Work with other functions (including manufacturing quality teams, sales reps and Fortune Brand Legal) to determine best course for resolution
  • Compose formal written documentation including legal releases and other confidential agreements
  • Record complaint information into database and compile reports from data captured
  • Communicate to management and/or executive level complaint resolution
  • Exercise discretion and judgment in analyzing facts and interpreting circumstances based on each individual consumer case
  • Manage an active and constantly evolving caseload
  • Engage in various social media platforms to promote and defend MBCI’s brand
  • Work with other functions to educate/train and to improve processes
  • Assume responsibilities for special projects as assigned or conceptualized
  • Ability to travel as required – estimated travel currently anticipated for this position is less than 10%
  • Other duties as may be assigned at management’s discretion

Knowledge, Skills and Experience:

  • Demonstrated organizational, problem solving and analytical skills
  • Strong grammatical skills and wordsmith ability
  • Strong verbal communication skills
  • Strong negotiation skills
  • Strong interpersonal skills
  • High level of ethical conduct regarding confidentiality and professional stature
  • 1-year MBCI customer service experience preferred
  • Proficient computer skills including Word, Excel, Outlook, Access
  • General knowledge of social and public media outlets
  • Self-motivated, but team oriented
  • Ability to manage multiple tasks at once
  • Ability to handle negativity and remain positive
  • Active listener
  • Good follow-up skills
  • Customer first attitude
  • Demonstrated proficiency in data collection, extraction from multiple data sources and analysis
  • Demonstrated leadership ability in successfully applying continuous improvement principles

Qualifications

Education:

Bachelor's Degree preferred or relevant business experience

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, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, 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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