Customer Care Representative

Job Description

WHO WE ARE

At Cabinet works Group, our shared purpose is to bring the kitchen to life. We design and manufacture the most comprehensive choice of kitchen cabinets in the country across our brands that include iconic leaders like Kraft Maid®, Medallion® and Merillat®.

We are America’s largest privately held cabinetmaker, a best‑in‑class team of over 6,000 team members across 20 locations, including 15 manufacturing facilities.

Salary Range: $21.00 per hour - $24.00 per hour, plus bonus

WHAT YOU WILL DO

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.

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.
• Place outbound, follow-up phone calls to consumers to ensure product delivery and overall customer satisfaction.
• Answer inbound 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.
• 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.
• 1-3 years customer service experience.
• Proficient computer skills required including Microsoft Office Suite.
• Demonstrated ability to type 45-50 WPM.
• 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.

Cabinet works Group (the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law.

The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Cabinet works Groupis an E‑Verify employer. E‑Verify is an Internet based system operated by the Department of Homeland Security (DHS) in…