**Specialist, Customer Service**

* 25300 Al Moen Drive, Des Moines, Iowa

* Employees can work remotely

* Full-time

* Department: Customer Service

**Company Description**

MasterBrand Cabinets, Inc. offers a wide spectrum of cabinetry products designed to satisfy every budget and lifestyle. With a large North America footprint and diverse team of nearly 13,000 employees, we help people fulfill their dreams of a comfortable, inviting home through innovations in fashion and functionality that bring family and friends together. We invite you to visit to learn more about how we build employee opportunity, purpose, and reward into everything we do.

**Job Description**

**Position Summary**

This is a specialist role that is responsible for managing a function-specific brand or sales channel based Customer Service group.

**Organizational Relationship**

Reports directly to the Manager Business Support in Customer Service.

**Accountabilities**

* Manage backorders and our DBOD process with Logistics

* Manage Expedited carriers- quoting, booking, follow-up

* Manage all pricing/billing related questions

* Communicate all launch information to team and attend meetings during the year to represent Decora CS to ensure launch success for our internal team and external dealers

* Test pricing is accurate with each promotion offered

* Mange Consumer Emails

* Manage all color match orders

* Manage escalated homeowner calls

* Manage root cause solution to complex questions received from sales team

* Back up to supervisor, leading order management, AWT, backlog, over-time and overall metrics for Decora CS

* Back up supervisor with Kronos (daily updates, weekly approval, etc.)

* Troubleshoot quality issues with quality manager and quality checks on re-orders

* Manage testing for MBCI for Friedman system

* Manage all escalated concerns with manufacturing constraints or restraints keeping customer service team informed with relevant information and speaking points for customers

* Provide support to engineering team for complex system upgrades & logics and conduct testing

* Oversee complex daily concerns as they arise for sales, customer service, manufacturing & purchasing

* Identify and manage any system related issues & troubleshooting with appropriate departments

* Identify where processes need implemented, create process, provide testing and troubleshoot potential breakdown, manage process & identify and train any additional team members as needed

* Identify potential waste or take waste identified by team and document, process map, troubleshoot & eliminate it

**Characteristics & Attributes**?

* Proven experience in a specialist role with demonstrated mentoring and performance management skills.

* Strong service orientation dedicated to satisfying the customer.

* Ability to effectively operate in a fast-paced dynamic environment.

* Computer skills including working knowledge of Microsoft Word/Excel/PowerPoint databases email and internet.

* Superior phone skills.

* Ability to manage workloads multitask and meet deadlines.

* Demonstrated ability to effectively communicate in written verbal and presentation formats.

* Self-motivated to move ahead and team-oriented to tackle tasks.

* Solid organizational skills.

* Demonstrated problem-solving skills and proficiency with decision making.

* Demonstrates energy enthusiasm and a customer first attitude with both internal and external customers.

* Demonstrated ability to train others including with customer service skills and techniques.

* A team player with the ability to gain respect and maintain successful relationships with our customers and employees.

* Ability to support supervisor and manage miscellaneous tasks assigned to them by their supervisor

* Demonstrated business acumen and professional demeanor.

* Ability to anticipate and plan strategically for future business needs

* Focused on continuous improvement while maintaining ongoing daily operations.

* Ability to travel as required for the purpose of training trade shows site visits store openings etc.

**Qualifications**

**Education & Experience**

* High school diploma or GED equivalent is minimally required.

* Prior Customer Service experience is required preferably in a manufacturing environment.

**Additional Information**

**Equal Employment Opportunity**

MasterBrand Cabinets, Inc. is an equal opportunity employer. MasterBrand Cabinets, Inc evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

**Reasonable Accommodations**

MasterBrand Cabinets, Inc. is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to staffing@masterbrand.com and let us know the nature of your request along with your contact information.

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**Job Location**

Specialist, Customer Service

* 25300 Al Moen Drive, Des Moines, Iowa

* Full-time