**Position Summary:**
This is an individual contributor role that is responsible for documenting and managing retail customer and multiple builder accounts. This includes answering phones, entering orders, managing production schedules, selection sheets, accurate contract pricing, purchase order validation, and documenting the entire order process.
**Organizational Relationship:**
Reports directly to the Operations Central Manger
**Accountabilities:**
* Consistently demonstrate the _5 Traits of Success_: Teamwork, Integrity, Hard Work, Confidence, and Passion
* Build relationships and positively interact and communicate with customers, both internal and external
* Handle stressful situations while remaining calm
* Be proactive with communication to customers and team members
* Liaison between plant and customer regarding ordering issues
* Answer calls from multiple customers according to department standards and provides appropriate and prompt feedback- both internal and external
* Understand customer requirements and analyze requests for potential obstacles before implementing systematic changes
* Lead investigation, make decisions, and resolve customer issues, and modify process to prevent future recurrence
* Define problems, collect data, establish facts, draw appropriate conclusions, and provide solutions. Seek clarification to determine root cause of issues
* Ability to solve practical problems and deal with variables in situations where standardized methods and procedures may exist.
* Must possess decision making skills to determine when exceptions are needed to provide resolution to the situation
* Ability to read, analyze, and interpret general business information, documents, and regulations
* Provide customers with order status documents, including, acknowledgements and delivery notifications
* Effectively present information and respond to inquiries from customers, other departments, and team members
* Monitor status of building progress and service orders
* Provide back-up support to other members of the team (may include cross-functional roles)
* Accountable to review all selections and options and ensure purchase order/pricing information is accurate. Request VPO’s if needed
* Understand kitchen/bath layouts and interpret cabinet SKU and trim list
* Ensure most up to date plan is being ordered
* Provide order processing support for multiple brands
* Double check process for reviewing acknowledgements against the original processed order
* Facilitate verbal, electronic, and/or hard copy communications with customers regarding the phase of construction, order cabinet dates, selection information, purchase orders, etc.
* Work with designers on recurring design changes that may need to be corrected
* Investigate and question no charge replacement orders
* Maintain knowledge of production scheduling releases, customer service concepts, practices and procedures and the systems that support them
* Maintain electronic documentation of standard work procedures for customer account management
* Maintain a working knowledge of company-required software, computer, and office equipment
* Other duties as may be assigned at management’s discretion
* Ensure compliance with safety rules, regulations and procedures
**Characteristics & Attributes:**
* Ability to communicate with people in varying levels of skilled trades
* Self-motivated, Team oriented
* Demonstrates energy, enthusiasm, and a “customer first” attitude to both internal and external customers
* Strong service mentality – dedicated to satisfying the customer
* Ability to nurture long term partner relationships
* Strong organizational skills
* Strong problem solving skills
* Strong attention to detail and accuracy in work produced
* Ability to follow existing guidelines and improve established procedures
* Demonstrated ability to meet deadlines and effectively organize and prioritize multiple tasks at once
* Ability to interpret instructions provided in written, oral, diagram, and other forms
* Ability to define problems, collect data, establish facts, and draw conclusions
* Ability to handle multiple tasks, and function in a team-oriented, fast-paced environment
* Ability to prioritize workload and hand-off to team members in order to meet deadlines
* Must be able to adapt to continual change and competing priorities
* Product knowledge and departmental processes
* Strong written and verbal communication skills – Communication with Customer, Account Managers, and other MBCI associates
* Software knowledge: Intermediate Microsoft Office skills (Word, Excel, Outlook), Broadview, Task Manager
* Office Equipment knowledge: Scanners, Fax, Copier
* Mathematical knowledge: Strong math skills
**Education & Experience:**
* High school diploma or equivalent is minimally required
* A 2-year or 4-year degree is highly preferred
* Previous Customer Service experience preferred
Great People. Great Brands. Great Future.
It’s more than just a slogan – it’s the heart of who we are and what we do. At MasterBrand Cabinets, we understand the importance of working hard and living well. It’s our people-first company philosophy that allows top talent to feel valued and fulfilled. With annual revenue of more than $1 billion, we reward individual contribution, promote career mobility, and allow you to grow as we do. We have a long history of success at MasterBrand Cabinets with a family of prominent brands, as well as partnerships with key customers in every channel. Our focus is achieving meaningful results to make our organization even stronger and our future even brighter.
Kitchen Craft was founded more than 40 years ago in Winnipeg, Manitoba, and is now sold in hundreds of stores in Canada and the United States. Kitchen Craft manufactures two lines of cabinetry, Integra and Aurora, for the kitchen, bathroom, home office, laundry and other areas throughout the home. In 2002, Kitchen Craft became part of the MasterBrand Cabinets, Inc. of cabinet manufacturers, offering multiple lines from stock to custom cabinetry.
For full-time, regular employees, MasterBrand Cabinets offers competitive compensation and benefits, including paid holidays vacations, and medical/dental/vision insurance.
In order to be considered for employment, you must complete an Application for Employment in its entirety. Only applications that are fully completed shall be considered by MasterBrand Cabinets.
You will be contacted for an interview if MasterBrand Cabinets believes you may be qualified for an open position(s). If you are made an offer of employment, the offer of employment will be contingent upon successfully completing a background check . In addition, prior to reporting to active employment, you will need to verify eligibility for employment in the Canada.
MasterBrand Cabinets, Inc., is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national or ethnic origin, colour, religion, age, sex, sexual orientation, marital status, family status, disability or conviction for an offence for which a pardon has been granted or in respect of which a record suspension has been ordered.
*Date:* 2014-05-02
*Country:* CA
*State:* MB
*City:* Winnipeg
*Postal Code:* R2C2Z2
*Category:* MKG - Marketing
*Job Type:* Full-Time