Customer Care Consultant in Middlefield at Masco Cabinetry

Date Posted: 5/24/2018

Job Snapshot

Job Description

Masco Cabinetry has an immediate opening for a Customer Care Consultant in Middlefield, OH!


Masco Cabinetry manufactures three nationally recognized cabinetry brands, KraftMaid®, Merillat® and QualityCabinets®. Offering an unmatched selection of stylish, high-quality products at a variety of price levels, Masco Cabinetry brands are favored by builders, dealers, distributors and home centers throughout North America. A leader in environmental stewardship, Masco Cabinetry products have been granted an Environmental Stewardship Program certificate by the Kitchen Cabinet Manufacturers Association.



JOB SUMMARY: Provide customers and consumers with the highest level of service relative to order inquiries, product/technical support, promotional information, and issue resolution. Determine root causes to issues and develop resolution action plans based on findings. Work in concert with field sales & service to drive positive customer experiences. Provide quotes, measure packs and process orders for builders.

* The shift for this position is: 11:30am - 8:00pm



PRINCIPAL FUNCTIONAL RESPONSIBILITIES:
• Provide customers, consumers, and sales employees requested information relative to lead times, estimated time of arrivals, product/technical specifications, policies, vendor buying agreement, cancellation of orders, customer first order program, and replacement.
• Resolve product and service issues and relay information back to the appropriate department.
• Handle inbound and/or outbound telephone calls from external and internal customers and consumers to take initial orders and resolve issues.
• Enter orders into system with high level of accuracy and volume.
• Provide quotes measure packs and process orders for builders.
• Research payment discrepancies for account receivables.
• Audit peer’s order entry into the system to ensure accuracy.
• Maintain department standards with accuracy and be flexible in an ever-changing environment in order to provide the highest level of service to our customers.
• Participate in continuous training on policy, product, and processes.



ESSENTIAL QUALIFICATIONS AND SKILLS:
• High school diploma or GED.
• 2 years customer service experience.
• Proficient computer skills required including Microsoft Office Suite.
• Excellent organizational skills, including ability to multi-task and prioritize workload.
• Demonstrated successful ability to input data with a high accuracy rating, and strong attention to detail.
• Excellent verbal and written communication skills with the ability to interact with external customers.
• Demonstrated successful capability to resolve conflict over sensitive or complex issues.
• Ability to function at a high level of effectiveness, flexibility, independence and initiative without daily interaction with management.



PREFERRED QUALIFICATIONS AND SKILLS:
Bachelor’s degree or actively enrolled in a Bachelor’s program.
• Experience serving the residential construction industry.
• Advanced knowledge of Microsoft Excel.
• Knowledge of Masco Cabinetry products, and ability to read cabinet and countertop layouts.
• Lean Process Experience (Green or Orange Belt, Kaizen, Value Stream Mapping).



Masco Cabinetry is an Equal Opportunity Employer. Masco Cabinetry does not tolerate discrimination of any type, and offers equal employment opportunity to all qualified persons without regards to race, color, religion, sex, natural origin, age, disability or medical condition, sexual orientation, marital status, veteran status or any other considerations made unlawful by Federal, State or local laws. We believe in providing eligible and qualified employees with opportunities to advance. Masco Cabinetry is an at will employer.