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Customer Care Provider in Winston-Salem, NC at Liberty Hardware

Date Posted: 4/12/2019

Job Snapshot

Job Description

Job Description

As a growing Masco company, Liberty Hardware Mfg. Corp. has built its reputation by offering high quality decorative and functional hardware products. Our product lines include bath hardware, bath safety, shower doors, decorative and functional cabinet hardware, hooks, hook rails and wall plates and are available under the Liberty, Delta, Brainerd, and Franklin Brass brands.

We offer our extensive line of hardware products through retailers (including The Home Depot, Lowe’s, Menards, Target and Walmart), online (including, kitchen and bath design showrooms, builder and hospitality, and original equipment manufacturer (OEM) distribution channels across the country.

Liberty has a unique organizational culture that employees cite as one of the things they like most about working here. One of the reasons for this is that we embrace diversity – of people, backgrounds, thinking and experiences. We want our employee population to mirror our communities and consumer population.

We are proud of our talented employees who make up one of the most collaborative and winning teams you’ll find in any workplace! When you join Liberty Hardware, you join a team of professionals who work hard, support each other, and enjoy delivering results that make a real difference for our customers and one another. Since 2017, Liberty Hardware has annually been awarded the Great Place to Work certification! While this certification recognizes our complete package of benefits, compensation and employee programs, it is our people and teamwork that truly make Liberty Hardware great.  #GreatPlaceToWork #LibertyHardwareTeam


  • Understand and prioritize the needs of internal and external customers.
  • Enter customer orders and manage existing orders which could include changing shipping dates, add or remove displays or products, etc.
  • Enter customer orders and shipments to consumers for replacement products and/or component parts.
  • Respond to customer inquiries via telephone, web-based chat, and email regarding order status, pricing, availability, ship dates, returns, credits, shortage claims, etc.
  • Communicate with Operations, Sales, Marketing, Planning, and Finance to ensure product availability, on-time shipment, and billing accuracy.
  • Coordinate with the Credit department to set up new accounts and shipping locations and to resolve billing issues.
  • Work with Engineering and QA to provide technical information to customers and consumers regarding product size, finish, color, configurations, features, benefits, installation, and functionality.
  • Analyze problems to determine root cause and recommends or implements solutions (as appropriate) to prevent reoccurrence.
  • May serve as backup for other Providers and/or Sales Support Specialists.
  • Respond to Home Depot and Lowes customers’ questions and complaints received via Bazaarvoice.
  • Enter shower door replacement orders and provide tracking information which includes shipping method.
  • Handle and resolve escalated shower door technical calls received from 3rd party vendor.

Education /  Experience:

  • Bachelor’s degree preferred
  • 1-2 years of Customer Service experience in an inbound call center environment preferred
  • Proficient in Microsoft Office, including Excel, Word, and Outlook
  • Experience in JD Edwards, PkMS, and Sales Force is a plus


Shift 1 (United States of America)

Full or Part Time

Full time

Liberty Hardware is an equal opportunity employer. Applicants are considered for all positions without regard to race, color, religion, gender, sexual orientation, protected status as a veteran, national origin, age, disability, genetic information, gender identity, or any other legally protected status under federal, state or local law.

Liberty Hardware is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish
E-verify Right to Work Poster: EnglishSpanish

No visa sponsorship is available for this position, unless specified within the job description.