Customer Service Representative

14 Bertch Cabinet, LLC; Waterloo (IA); On-site; USD 38,000 - 50,000; Full time

Job summary

MasterBrand Cabinets LLC is seeking a Customer Service Representative (CSR) to deliver a premium customer experience across internal and external teams. You will respond to inquiries about order status, product specs, and program details while maintaining accurate records and process documentation.

This role requires attention to detail, strong communication, and the ability to multitask in a fast-paced environment.

Qualifications

• High school diploma or GED equivalent is required.
• Strong service mentality dedicated to satisfying the customer.
• Strong oral and written communication skills.
• Attention to detail and accurate data entry.
• Able to meet deadlines in a fast-paced environment.
• Solid organizational skills for multitasking.
• Exceptional math skills, including fractions.
• Product knowledge relevant to customer inquiries.
• Proficient in order entry and office software (Word/Excel/Outlook).
• Self-motivated and team-oriented.

Responsibilities

• Serve as the key interface to MasterBrand customers for order status, specs, information, claims/returns, processing, and sales programs.
• Communicate effectively with customers, team members, sales, and management.
• Identify and resolve customer issues with preventive measures.
• Respond to consumer inquiries with due diligence.
• Handle no-charge replacement requests and investigate as needed.
• Collaborate with all departments to resolve issues.
• Maintain proficiency with business systems and product knowledge.
• Keep customer account information and process documentation up to date.
• Perform other duties as assigned by management.

Skills

Strong service mentality

Oral and written communication

Attention to detail

Accurate data entry

Meet deadlines

Organizational skills

Fractions math proficiency

Product knowledge

Order entry proficiency

MS Word

Excel

Outlook

Self-motivated

Team oriented

Education

High school diploma or GED

Tools

MS Word

Excel

Outlook

Job description

Role Summary

The Customer Service Representative (CSR) is an individual contributor responsible for delivering a premium customer experience while interacting with both internal and external customers.

Organizational Relationship

This role reports directly to the Customer Service Supervisor.

Responsibilities

• Serve as the key interface to MasterBrand customers by responding to inquiries related to order status, product specifications, product information, claims/returns, order processing, account status, and sales programs.
• Effectively communicate with customers, team members, sales, and management.
• Assess customer‑related problems or issues and develop and implement appropriate resolutions, including identifying preventive measures.
• Respond to consumer and customer inquiries with due diligence.
• Respond promptly to customer requests and investigate or research requests for no‑charge replacement items.
• Interact appropriately with all MasterBrand departments to resolve issues.
• Show proficiency and high level of expertise with all business systems that pertain to the organization.
• Maintain knowledge of new products and product changes.
• Maintain customer account information, processes, and procedure documentation.
• Perform other duties as assigned at management’s discretion.

Qualifications

• High school diploma or GED equivalent required.
• Strong service mentality dedicated to satisfying the customer.
• Strong oral and written communication skills.
• Attention to detail.
• Accurate keying and documentation.
• Ability to meet deadlines in a fast‑paced environment.
• Solid organizational skills with the ability to manage multiple tasks at once.
• Exceptional math skills (specifically fractions).
• Product knowledge.
• Order entry and computer skills – Microsoft Word, Excel, and Outlook.
• Self‑motivated.
• Team oriented.

Equal Employment Opportunity

MasterBrand Cabinets LLC is an equal opportunity employer. The company does not discriminate on the basis of race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability or handicap status, marital status, military status, sexual orientation, genetic information, or any other characteristic protected by federal, state, or local law.

MasterBrand Cabinets LLC also prohibits harassment based on these protected categories and complies with all applicable laws regarding hiring decisions.

Reasonable Accommodations

MasterBrand Cabinets LLC is committed to providing reasonable accommodations for individuals with disabilities. Those with a disability who wish to discuss accommodations related to employment should contact [e-mail].