About the job
As a Customer Service Representative at MasterBrand Cabinets, you will be an essential part of our mission to deliver exceptional service to our clients. In this role, you will address customer inquiries, ensuring that all orders and task requirements are accurately documented and fulfilled in a timely manner. Collaborating closely with Builders, the MasterBrand field team, and subcontractors, you will effectively resolve any customer issues that may arise.
Organizational Relationship
You will report directly to the Operations Supervisor, fostering a collaborative environment to enhance customer satisfaction.
Key Responsibilities
- Handle incoming customer calls professionally.
- Ensure all customer communications are responded to within two business hours.
- Diagnose customer issues and provide effective solutions.
- Coordinate with Field Service Representatives, Sales Representatives, Builders, and Subcontractors to meet customer expectations.
- Create service work orders in Salesforce for warranty appointments based on communications from customers and schedule them accordingly, ensuring accurate entries based on the warranty calendar.
- Process customer orders and quotes through our designated systems.
- Resolve issues related to service, warranty, quality checks, and installer debriefs, completing service work orders in Salesforce.
- Monitor construction schedules through various communication methods and update Salesforce to reflect any changes.
- Prepare and confirm parts for technicians.
- Communicate service appointment completion dates with customers.
- Act on Salesforce internal communications that require additional service trips.
- Perform additional duties as assigned by management.

