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Senior Customer Service Representative – Field Support


This is a Full-time position in Rochester, MN posted May 14, 2021.

Location: WFH TexasWe heard you knock!Purpose of this job is to serve as a change agent for Customer Service teams.Has excelled at performing all the essential functions of the Customer Service Representative position, to include: Complete the order entry process with a high degree of accuracy for orders originating from telephone, fax, e-mail, portal and EDI. Answer incoming customer phone calls and other customer contacts in a professional manner, to include social media and chat. Follow up to ensure that customer issues are resolved both promptly and thoroughly. Research delivery or invoicing discrepancies and issue credit as necessary Research any delivery and/or invoicing discrepancies and work with the customer on a resolution, may include issuing credits and handling returns. Proof other Customer Service Representative’s orders for mistakes Establish close working relationships with internal stakeholders and customers, understanding their business and how we can add value. Answer technical inquiries regarding our products and providing updates on the status of orders. Communicate clearly and professionally verbally and in writing. Maintain appropriate controls and documentation to ensure SOX compliance. Willing to work occasional weekends and extended hours during the work week as needed and be flexible to schedule changes. Able to continuously evaluate and identify opportunities to drive process improvements that positively impact the customer experience. Follow all Company related safety/environmental rules, timekeeping and other regulations especially in a remote environment. Utilize Kronos for accurate timekeeping for all time worked. Logs into a Cisco phone system and utilizing it proficiently. Perform other duties as assigned by the Customer Service Manager or Supervisor to ensure a positive customer experience.In this expanded role you will : Provide support, guidance and training to other customer service employees as required. Handle customer calls for Retail, Distribution, Pella and Wholesale customers as well as direct consumers. Complete order entry tasks in various warehouses to include Dorfab, Pella, Distribution and Wholesale warehouses. Assist customers on resolutions. Takes, manages, resolves escalated situations received from customers and CSRs. Productivity (calls/orders processed) and error rates are above average The ability to successfully and/or past demonstrated success working remotely and independently. Special Projects, as neededEducation High School Education required, Associate’s Degree or higher preferred. 4 Years of previous experience in customer service for a manufacturing company or building supplies industry is STRONGLY preferred.Experience At least 2+ years of experience at Masonite in a Customer Service Representative role is required. Previous order entry experience Product knowledge as it relates to the Building Material and/or Door industry. Ability to work independently and effectively in a fast-paced team environment and ability to work remotely. Strong decision making and analytical skills. Excellent phone and written communication skills. Excellent PC skills including Microsoft Office and AS400. Strong ability to multi-task while maintaining a high level of attention to detail. Organizational and Time Management skills with the ability to maintain detailed records. Ability to establish and continually develop professional relationships with customers and other functions within the organization.Deadline to apply is 5pm EST on Friday, May 7th.Open to extraordinary!

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