Customer Service Project Specialist

Job Description

This is an exciting opportunity to grow your career on high performing team in a fast pace remote-work environment.  The Project Specialist will provide project management support for the Stock Kitchen Customer Service team on product development projects and continuous improvement initiatives to ensure overall strategic goals are met.

Organizational Relationship: 

Reports to Manager, Customer Experience & Process Improvement

Accountabilities:

• Responsible for special projects as they pertain to the order management and customer experience of stock kitchen products
• Serve as a representative and liaison for the Customer Service team with other internal departments, including sales, marketing, engineering, and scheduling
• Represent Customer Service in Continuous Improvement events and other meetings to proactively share challenges and concerns on behalf of the customer service team and work to find solutions to ensure business needs are met
• Maintain advanced knowledge of new products and product changes and have a high level of technical understanding about the impact to order processing
• Direct the system setup of new products to ensure clean order execution
• Successfully implement process changes by developing and delivering training and standard work documentation for new or improved processes
• Coach and assist team members on the development of standard work documents
• Use data to analyze and identify root cause and develop countermeasures
• Provide backup support to team or Manager as needed to help resolve customer escalations
• On a daily basis, analyze and interpret data to make decisions and identify opportunities for improvement
• Participate in and lead team huddles
• Travel as business needs may require – approximately 5 - 10% 
• Other duties as may be assigned at management’s discretion

Characteristics and Attributes:

• Enthusiasm, a positive attitude, and a sense of urgency in providing exceptional customer service
• Proficient computer skills and advanced knowledge of Microsoft Excel
• Able to excel in a team- oriented, collaborative environment
• Excellent organizational skills and attention to detail
• An ability to manage multiple tasks at once and meet deadlines in a fast-paced environment
• Self-motivated
• Strong verbal and written communication skills and ability to present information to a group of people
• Ability to anticipate and plan strategically for future business needs and improvement while maintaining ongoing daily operations
• Ability to build and maintain successful relationships with our customers and employees
• Ability to maintain confidential information
• Demonstrated business acumen and professional demeanor
• A data-driven approach to problem solving
• In-depth understanding of the customer supply chain

Qualifications

• 3 years MBCI Customer Service experience or related Customer Service experience
• 4-year degree preferred or equivalent experience
• Project management, Lean, Continuous Improvement, or Six Sigma experience is a plus

Additional Information

For nearly 70 years, MasterBrand has been shaping the places where people come together, enriching lives and creating meaningful memories for our customers. That, combined with our stylish products, expansive dealer and retail network, and dedicated associates, has helped make us the number one North American residential cabinet business. Our unique culture of continuous improvement is based on trusting the tools, empowering the team and moving forward, and is kept alive by our more than 14,000 associates across 20 plus manufacturing facility and offices. Visit www.masterbrand.com to learn more and join us in building great experiences together!

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.

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 [email protected].

*Actual pay will vary based on qualifications and other factors