Job Description
Customer Service Representative
WFH Iowa
WFH Florida
WFH Wisconsin
time type
Full time
Job Purpose
The Customer Service Representative is responsible for the execution of timely and accurate processing of customer quote orders and claims for the complete line of Masonite Architectural products.
Main Responsibilities
- Answer incoming customer phone calls in a professional manner while maintaining appropriate phone metrics and KPIs
- Follow up to ensure that customer issues are resolved both promptly and thoroughly
- Research customer complaints, documenting accordingly in quality system
- Directly assist customer with resolution-based results
- Establish close working relationships with internal stakeholders and customers, understanding their business and how we can add value
- Answer technical inquiries regarding our products & systems as well as providing updates on the status of orders
- Communicate clearly and professionally
- Maintain appropriate Customer Service controls and documentation
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer experience
- Follow all Company related safety/environmental rules and regulations
- Perform other duties as assigned by the Customer Service Supervisor to ensure a positive customer experience
- Maintain a working environment that encourages and supports collaboration and team work
Education
- High School Education required, Associate’s Degree or higher preferred
Experience
- 2-3 Years of previous experience in customer service including order entry required. Relevant experience in manufacturing, call center, or building supplies industry preferred
- Solid demonstration of professional Telephone Etiquette
- Product knowledge as it relates to the Building Material and/or Door industry
- Ability to work independently and effectively in a fast-paced team environment
- Strong decision making and analytical skills
- Excellent phone and written communication skills
- Excellent PC skills in Microsoft applications
- Strong ability to multi-task while maintaining a high level of attention to detail
- Organizational skills with the ability to maintain detailed records
- Ability to establish and continually develop professional relationships with both internal and external customers
- Effective conflict resolution skills
- Available to work occasional weekends and extended hours during the work week as needed and be flexible to schedule changes