Customer Service Representative - Order Management

Masterbrand Cabinets Inc. Goshen , IN 46527

Posted 2 months ago

Position Profile

Position Summary

The Customer Service Representative (CSR) is an individual contributor role responsible for going above and beyond to create a great experience while interacting with both internal and external customers regarding orders credits products and services. The Customer Service Representative is the main point of contact for customers and sales teams to help answer questions and resolve issues.

Organizational Relationship

This position reports to the Supervisor Customer Service.


  • Answers incoming calls emails faxes and other inquiries according to department standards and provides appropriate and timely response

  • Processes orders product returns credits and bills for multiple brands with a high level of speed and accuracy

  • Effectively communicates with internal and external customers including service agents sales representatives and management

  • Serves as key contact to MasterBrand Cabinets Inc. (MBCI) customers in responding to inquiries including but not limited to order status product information claims/returns order processing account status programs and processes

  • Assesses problems or issues to determine and implement appropriate resolutions to both internal and external customers

  • Ensures familiarity with the full breadth of products from stock to custom

  • Consistently demonstrates the Six for Success: Be Trustworthy Commit to your Team Listen to Understand Serve your Customer Prepare and Plan and Drive Results

  • Performs other duties as may be assigned at management's discretion

Characteristics & Attributes

  • Promotes a "customer first" mentality

  • Possesses a positive upbeat attitude

  • Demonstrates strong communications skills - listening verbal and written

  • Proficiency in computer skills including Microsoft Word Excel Access Outlook or Lotus Notes as well as working with databases

  • Solid organizational skills including multi-tasking and follow-up

  • Ability to handle negativity and remain positive

  • Strong understanding of basic product knowledge

  • Demonstrates abilities in successfully applying continuous improvement principles

  • Strong analytical reasoning and problem-solving skills

  • Self-motivated

  • Team-oriented

Education & Experience

  • A high school diploma or equivalent is minimally required

  • College experience and/or a 2-year degree is preferred

  • Prior customer service experience is required

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Customer Service Representative - Order Management

Masterbrand Cabinets Inc.