Customer Service Representative

Company Description

For nearly 70 years, Master Brand has been shaping the places where people come together, enriching lives and creating meaningful memories for our customers. Our stylish products, expansive dealer and retail network, and dedicated associates have helped make us the number one North American residential cabinet business. Our culture of continuous improvement is based on trusting the tools, empowering the team and moving forward, and is supported by more than 14,000 associates across 20 plus manufacturing facilities and offices.

Visit  to learn more and join us in building great experiences together!

The Rep, Customer Service II reports to the Supervisor, Sales Operations Builder. This role is an individual contributor responsible for addressing customer needs by ensuring that tasks and order requirements are accurately detailed and completed on time. The Rep, Customer Service II collaborates with the Builder, the Master Brand field team and Subcontractors to resolve customer issues that may arise. This onsite position is located in Myrtle Beach, South Carolina.

• Answers calls and responds to all customer communication within two business hours of receipt.
• Creates service work orders in Salesforce for warranty appointments via phone, email, or web-based communications from customers/homeowners and schedules accordingly. Checks the warranty calendar for availability and makes entries accordingly.
• Tracks construction schedules through verbal, electronic, or hard copy communications with the superintendent. Collects schedules as required by the Builder on a regular basis to stay updated with changes and ensures alignment in Salesforce.
• Communicates scheduled completion dates with customers for scheduled service appointments.
• Addresses and resolves incomplete services, warranty issues, quality inspections, and installer debriefs. Completes service work orders in Salesforce.
• Acts upon all internal Salesforce communications requiring additional service trips and processes accordingly.
• Ensures that parts are confirmed and appropriately staged for technicians.
• Diagnoses and prescribes solutions to resolve customer concerns.
• Works with the Field Service, Sales, Builder, and Sub-Contractors to ensure alignment and expectations are met.
• Enters customer orders and quotes using designated systems.
• Develops in-depth knowledge of all Master Brand strategic business units and leverages ideas from other reviews and co-workers to provide value-added recommendations and best practices.
• Consistently demonstrates the Master Brand Way, positioning the company for growth and identifying opportunities to reduce waste, complexity, and improve the work environment.
• Demonstrates teamwork by collaborating with management and staff, sharing information and ideas, accepting constructive feedback, and taking additional assignments when appropriate.
• Identifies self-development needs and seeks opportunities to advance skills.
• Participates in company efforts related to ethics and compliance activities.

• Make the team better
• Celebrate success; give feedback to improve
• Get actively involved and share your perspective

• Be bold
• Make big commitments to deliver big results
• Fail fast

• Champion improvement
• Trust the tools to drive results
• Don’t wait for someone else to find a better way

• Strong service mentality - dedicated to satisfying the customer.
• Ability to meet deadlines and multi-task in a fast-paced environment.
• Proficient in accurately inputting and documenting orders, with a strong emphasis on attention to detail.
• Solid organizational skills with the ability to manage multiple tasks at once.
• Ability to write reports, business correspondence, and procedural information.
• Ability to effectively present information and respond to inquiries from associates, customers, and the general public.
• Ability to calculate figures and amounts, such as prices, service time frames, discounts, interest, commissions, proportions, and percentages.
• Ability to solve practical problems and deal with variables in situations where standardized methods and procedures may exist, but customer…