Customer Care Supervisor in Middlefield at Masco Cabinetry

Date Posted: 3/1/2018

Job Snapshot

Job Description

Masco Cabinetry has an immediate opening for a Customer Care Supervisor in Middlefield, Ohio!

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.


Responsible for the daily administration of the customer care functions and all department activity relating to order processing quoting, and warranty administration. Ensure smooth and timely workflow of all customer orders received and in process in the system. Monitor critical operational parameters to meet or exceed customer expectations and ensure optimal individual and team performance in all key areas.


  • Assign and coordinate work, manage staffing workload requirements, review employee performance, provide feedback, resolve employee issues and administer company policies.
  • Monitor daily/weekly operational statistics and reporting trends, variances, and problems against departmental service level objectives as defined by management.
  • Conduct regular quality assurance monitoring and feedback sessions with employees.
  • Conduct daily team meetings to review status of open issues, outstanding requests, and any conditions that may affect customer satisfaction.
  • Manage to budget requirements.
  • Initiate and participate in continuous improvement activities (Kaizen) to drive the department Management Operating System (MOS) objectives.
  • Ensure business processes are in compliance with SOX standards and regularly review and address control issues.


  • In pursuit of a Bachelor’s degree.
  • 2 years prior customer service and/or customer interfacing experience.
  • Demonstrated successful experience functioning in a lead capacity.
  • Intermediate proficiency with Microsoft Office Suite.
  • Demonstrated understanding of business processes and workflows.
  • Excellent problem-solving and analytical skills.
  • Excellent interpersonal and communication skills with the ability to interact with all levels of the organization.
  • Demonstrated successful ability to build positive relationships and partnerships within department, across the organization and with customers.
  • Demonstrated successful capability to resolve conflict over sensitive or complex issues.
  • Ability to travel up to 10%.


  • Bachelor’s degree in related field.
  • 2 years customer service supervisory experienc.
  • Prior contact center or order processing experience.
  • Ability to read cabinet and countertop layouts.
  • Familiarity with the cabinet industry and product.
  • Experience and proficiency with CAD programs (20/20, Planit, or similar program).
  • Lean Process experience (Green or Orange Belt, Kaizen, Value Stream Mapping).