Full-Time Customer Service Representative II

Customer Service Representative II reports to the Supervisor, Dealer Customer Service (Starmark).

Role Overview:

• Interacts with internal and external customers to create a premium experience.
• Processes orders, answers customer calls, and provides information to customers.
• Supports the sales team by answering questions and troubleshooting issues.
• Key Responsibilities: Handles customer inquiries (order status, product specs, claims/returns, order processing, account status, sales programs).
• Communicates effectively with customers, team members, sales, and management.
• Develops and implements resolutions for customer problems, identifying preventative measures.
• Responds promptly to customer requests and researches requests for no-charge replacements.
• Collaborates with MasterBrand departments to resolve issues.
• Maintains strong proficiency with business systems.
• Keeps updated on new products and changes.
• Maintains customer account information and process documentation.
• Develops in-depth knowledge of MasterBrand strategic business units.
• Provides value-added recommendations and best practices.
• Demonstrates the MasterBrand Way, focusing on growth and efficiency.
• Teamwork and Development: Collaborates effectively, seeks and accepts feedback, takes on additional responsibilities.
• Identifies self-development needs and seeks relevant opportunities.
• Participates in company ethics and compliance activities.

Physical Requirements:

• Stationary position for 90% of the time.
• Operates computers and office machinery.
• Maintains information in drawers/shelving.
• Communicates and exchanges accurate information.
• Reads documents, emails, and computer screens; and sees details on printed materials.
• Works indoors; occasional travel (plant tours/meetings).

Work Environment:

• Remote Role: Independent work from a home office, following designated schedule.
• Requires reliable internet connectivity for virtual communications.
• Maintains a suitable home office environment with a dedicated workspace.
• Travels 5% of the time for plant tours, meetings, or training.

Essential Skills/Abilities:

• Strong service mentality; customer satisfaction focus.
• Meets deadlines in a fast-paced environment.
• Accurate order input/documentation (attention to detail).
• Strong organizational skills; multi-tasking capability.
• Strong math skills (including fractions).
• Product knowledge and provision of product specifications.
• Effective communication (written & verbal).
• Proficient with Microsoft Office (Word, Outlook, Excel).
• Ability to travel 5% annually (domestically).

Education and Experience:

• High school diploma or equivalent.
• Associate's degree preferred.
• Prior customer service experience (manufacturing setting preferred).

Equal Opportunity Employer

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