Position ProfileJob Description
This is an individual contributor non-supervisory role that is responsible for the accountabilities of a Customer Service Representative. Responsible for documenting account procedures managing multiple builder accounts and assisting with escalated issues. Must be able to handle stressful situations in a calm and professional manner. This person is expected to provide team continuity and assist in project management.
Reports directly to the Supervisor-Customer Service
Answer calls from multiple customers according to department standards and provides appropriate and prompt feedback- both internal and external. Manage warranty calls-both homeowner and builder related. Research & Answer installation questions from installers customer and Service Agents.
Monitor status of production building progress and change orders. Facilitate verbal electronic and/or hard copy communications with builders regarding the phase of construction order cabinet dates selection information purchase orders etc. Monitor and review tasks in customers preferred website (Corrigo Supply Pro etc.) to manage construction process and obtain necessary supporting paperwork for order.
Effectively optimize loads by proper load balancing. Address logistic/carrier issues as they arise and develop resolutions.
Collect purchase order information and prepare accurate contract pricing on orders. Accountable to review all selections and options and ensure purchase order/pricing information is accurate. Request extra purchase orders if needed. Ensure most up to date plans are being ordered and manage orders using a back log list if applicable. Investigate and question no charge replacement orders.
Build relationships and communicate in a positive proactive and professional manner with customers both internal and external. Ability to read analyze and interpret general business information documents and regulations. Effectively present information and respond to inquiries from customers other departments and team members.
Maintain knowledge of engineering changes manufacturing process production scheduling releases and customer service concepts practices and procedures and the systems that support them. Maintain electronic documentation of standard work procedures for customer account management.
Ability to solve practical problems and deal with variables in situations where standardized methods and procedures may exist. Must possess decision making skills to determine when exceptions are needed to provide resolution to the situation. Participate in continuous improvement and root cause analysis.
Work with Designer and Pricing on any recurring customer changes. Understand logic of Builder price matrices and schedules as it pertains to the ordering function also understand kitchen/bath layouts and interpret cabinet SKU and trim list.
Consistently demonstrate the Six for Success: Be trustworthy Commit to your team Listen to Understand Serve your customer Prepare and plan Deliver the result.
Perform other duties as may be assigned at management's discretion.
Characteristics & Attributes: (knowledge & experience)
Self-motivated Team oriented.
Strong attention to detail and accuracy in work produced.
Strong written and verbal communication skills Communication with Customer Account Managers and other MBCI associates.
Mathematical knowledge: Experience in basic accounting procedures exceptional math skills Ability to analyze numerical data and identify trends.
Software knowledge: Microsoft office proficient in Excel.
Ability to meet deadlines and effectively organize and prioritize multiple tasks at once. Demonstrates energy enthusiasm and a "customer first" attitude to both internal and external customers.
Able to adapt to continual change and competing priorities. Ability to define problems collect data establish facts and draw conclusions.
Ability to travel as business needs require Estimated at 2-5% for the purpose of customer visit.
Education & Experience:
Masterbrand Cabinets Inc.