Customer Service Technician - Dealer Resolution

Crystal Cabinet Works is seeking a Customer Service Technician - Dealer Resolution to join our team in Princeton, MN!

Since 1947, Crystal Cabinet Works has been a custom cabinet manufacturer located in central Minnesota. We are recognized for the exceptional value we build into every cabinet. We sell our fine cabinetry through independent kitchen and bath dealers throughout the USA and Canada. Our business is about crafting amazing cabinets with amazing people; working together to ensure everything fits together perfectly.

Schedule and Pay:

1st Shift: Monday - Thursday 9 Hour Shift ; Friday 4 Hour Shift

Salary Grade G

$25.75 - $31.55

Job Summary:

The Customer Service Technician – CSRT is responsible for performing all of the order process functions and CSRT job duties for all product lines.

Job Duties:

• Participates in the weekly phone rotation, taking calls as needed and assisting with product and design related questions as well as job order inquiries. Includes training the Dealer on Crystal’s nomenclature and specifications.
• Receives dealers’ requests for resolutions to problems and/or replacement orders, collecting and documenting all pertinent information as well as asking additional questions to get to the root problem.
• Collaborates with many different manufacturing and quality areas to analyze the relevant information to determine a solution to the problem.
• Works closely with the Customer Service Manager anytime a decision cannot be made in the collaboration of an issue with other areas, i.e.: labor charges, credit approval, no charge replacement requests, etc.
• Acts as a liaison between the company and Dealers to assist with complaints, errors, and conflict resolution all within observance of company policies and procedure.
• Receives dealers’ orders, edits incomplete/inaccurate orders / and or floor plans by following Crystal’s standard specifications of cabinets which is based on the functional & aesthetic requirements of design.
• Identifies and initiates special requests for custom items as needed.
• Interacts with dealers to obtain or verify missing or incomplete information on dealers’ orders to ensure an accurate understanding of the order. Also involves training the Dealer on Crystal’s nomenclature and specifications.
• Responds to inquiries from manufacturing specific to orders or special requests that were designed by the Dealer. Interprets the original Dealer design and effectively communicates to manufacturing the desired outcome.
• Completes dealer change order requests on jobs that are in process.
• Prints and proofs acknowledgements as well as forwards to dealers for their review and approval when needed.
• Serves as a resource for dealers to answer questions on how to enter OCS orders in our Workbench quoting/order program.
• Uses Windows software to communicate via email with internal/external customers and to also obtain information about vendor products, etc.
• Reviews credit, analyzes, approves/denies up to $1000 for justified defects/errors.
• Identifies issues and provides input for Workbench, Avante and PDF catalog as needed.
• Participates in dealer training, travel to visit dealer/shows, etc., but not a requirement.

Benefits

• Comprehensive Medical Insurance Plan Options and Dental Plan Options
• Crystal Family Care Clinic for Employees & Their Dependents
• Health Savings (HSA) with Company Contribution and Flexible Health Care (FSA)
• Paid Time Off, Holiday Pay, and Birthday Pay
• 401(k) Retirement Savings with Company Match
• Profit Sharing (discretionary)
• Quarterly Bonus (discretionary)
• Company Provided Life Insurance and Voluntary Employee, Spouse, and Child Life Insurance
• Employee Assistance Program
• Employee Cabinet Discounts
• Rewards and Recognition Programs
• Scholarship Program for Dependents of Crystal Cabinet Employees
• Discount Programs Through AT&T Wireless

Crystal Cabinet Works, Inc. is an Equal Opportunity Employer extending equal employment and advancement opportunity to all applicants and employees without regard to race, religion, color, national origin, citizenship, sex, veteran’s status, marital status, sexual orientation, age, disability, or any other category protected by applicable federal, state, and local laws.

Experience

• 4 year(s): Related Experience

• 4 year(s): Customer Service