Job Description
This position is responsible for managing a Customer Service team who supports key customers and strategic business initiatives in the Retail Stock Business Unit.
Accountabilities:
- Collaborate with cross functional teams to achieve at least a 90% clean order rate and performance that meets the stated lead time for Warranty Parts.
- Provide direct supervision for team members; develop each associate’s skills according to goals and knowledge level.
- Hire and train new employees on new products, product changes, procedural changes, skills and techniques.
- Conduct employee performance reviews, provide regular and timely assessment and coaching, and implement corrective action when necessary.
- Develop action-planning strategies outlining upcoming steps for improvements.
- Monitor workload management and team metric goals, effectively report findings and manage team performance.
- Assist Customer Service in resolution of situations regarding customer’s orders or deliveries, answer product questions, and manage plant/manufacturing issues.
- Secure new account information from the Sales Leaders, analyze the information, develop customer specific procedures and ensure the team executes according to customer requirements.
- Maintain and update internal documentation.
- Advance team relationships with all MBCI functions.
- Work with IT to resolve and improve recognized system faults and needed enhancements.
- Recognize and implement process improvements to enhance Customer Services operations.
- On a daily basis, analyze, interpret and respond to report data relative to business needs and make timely operational decisions.
- Oversee root cause analysis and appropriate interventions or corrective action to prevent recurring customer concerns.
- Assume responsibilities to oversee special projects as assigned.
- Self-development/continuous education – Work with Manager to develop a training plan to advance interpersonal/management skills.
- Act as backup to Manager – Customer Services as directed.
Qualifications
- 3 years MBCI customer service experience or related customer service experience.
- Excellent supervisory skills.
- Effective mentoring and coaching skills.
- Superior phone skills.
- Computer skills, Word, Excel, PowerPoint.
- Proven experience in leadership role with performance management skills.
- Demonstrated ability to communicate effectively.
- Self-motivated, team oriented.
- Solid organizational skills, ability to manage multiple tasks at once.
- Demonstrate problem solving and decision-making proficiency.
- Extensive product and cabinet construction knowledge.
- Strong service mentality, dedicated to satisfying the customer.
- Requires energy, enthusiasm and a customer first attitude to internal and external customers.
- Ability to train customer service skills and techniques.
- A team player with the ability to work collaboratively with our customers and employees.
- Demonstrated effectiveness in meeting deadlines and maintaining confidentiality.
- Ability to anticipate and plan strategically for future business needs and improvement while maintaining ongoing daily operations.
- Demonstrated professionalism.
Additional Information
Equal Employment Opportunity
MasterBrand Cabinets LLC is an equal opportunity employer. MasterBrand Cabinets LLC’s policy is not to discriminate against any applicant or employee based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, military status, sexual orientation, genetic history or information, or any other basis protected by federal, state or local laws. MasterBrand Cabinets LLC also prohibits harassment of applicants or employees based on any of these protected categories. It is also MasterBrand Cabinets LLC’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.
Reasonable Accommodations
MasterBrand Cabinets LLC is committed to working with and providing reasonable accommodations to individuals with disabilities. If you have a disability and wish to discuss potential accommodations related to applying for employment, please contact us at staffing@masterbrand.com.
