Customer Service Advisor

Masonite®; Stoke-on-Trent; On-site; GBP 22,000 - 30,000; Full time

Job summary

Masonite® is seeking a Customer Service Representative to manage customer quote orders and claims for Masonite Arch products. This role involves answering calls, resolving issues, and maintaining customer relationships. Ideal candidates will have a high school education, experience in customer service, and strong communication skills.

Qualifications

• High School Education required, Associate’s Degree or higher preferred.
• 2-3 years of previous experience in customer service including order entry required.
• Excellent phone and written communication skills.

Responsibilities

• Answer incoming customer phone calls in a professional manner.
• Follow up to ensure customer issues are resolved promptly.
• Research customer complaints and document accordingly.

Skills

Telephone Etiquette

Conflict Resolution

Analytical Skills

Organizational Skills

Communication Skills

Education

High School Education

Associate’s Degree or higher

Tools

Microsoft Applications

Job description

We heard you knock!

Masonite is now proudly part of Owens Corning. Owens Corning is a global building and construction materials leader committed to building a sustainable future through material innovation. Our four integrated businesses – Roofing, Insulation, Doors, and Composites – provide durable, sustainable, energy-efficient solutions that leverage our unique material science, manufacturing, and market knowledge to help our customers win and grow. We are global in scope, human in scale with more than 25,000 employees in 31 countries dedicated to generating value for our customers and shareholders, and making a difference in the communities where we work and live. Founded in 1938 and based in Toledo, Ohio, USA, Owens Corning posted 2023 sales of $9.7 billion. For more information, visit www.owenscorning.com.

Job Purpose:

The Customer Service Representative is responsible for the execution of timely and accurate processing of customer quote orders and claims for the complete line of Masonite Arch products.

Main Responsibilities:

• Answer incoming customer phone calls in a professional manner while maintaining appropriate phone metrics and KPIs
• Follow up to ensure that customer issues are resolved both promptly and thoroughly
• Research customer complaints, documenting accordingly in quality system
• Directly assist customer with resolution based results
• Establish close working relationships with internal stakeholders and customers, understanding their business and how we can add value
• Answer technical inquiries regarding our products & systems as well as providing updates on the status of orders
• Communicate clearly and professionally
• Maintain appropriate Customer Service controls and documentation
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer experience
• Follow all Company related safety/environmental rules and regulations
• Perform other duties as assigned by the Customer Service Supervisor to ensure a positive customer experience
• Maintain a working environment that encourages and supports collaboration and team work
  
  

Education:

• High School Education required, Associate’s Degree or higher preferred
  
  

Experience:

• 2-3 Years of previous experience in customer service including order entry required. Relevant experience in manufacturing, call center, or building supplies industry preferred
• Solid demonstration of professional Telephone Etiquette
• 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
• Strong decision making and analytical skills
• Excellent phone and written communication skills
• Excellent PC skills in Microsoft applications
• Strong ability to multi-task while maintaining a high level of attention to detail
• Organizational skills with the ability to maintain detailed records
• Ability to establish and continually develop professional relationships with both internal and external customers
• Effective conflict resolution skills
• Available to work occasional weekends and extended hours during the work week as needed and be flexible to schedule changes
  
  

We Help People Walk Through Walls

Equal Opportunity Declaration

We are an Equal Opportunity Employer. We do not discriminate in employment and no question on this application is used for the purpose of limiting or excusing any applicant's consideration for employment on a basis prohibited by law.

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