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.
Organizational Relationship
This role reports directly to the Manager Customer Service. This is an onsite customer service role.
Accountabilities
- 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