Product Support Specialist

Job Title: Customer Service Representative

Masco Support Services, a division of Masco Corporation, is a dynamic team dedicated to exceeding our customer's expectations. We are a group of customer centric organizations providing practical analytics, relevant customer insights, and targeted project execution. Supporting multiple retailers, we fully use our shared resources and processes to provide our Masco family of brands value driven customer support and coordinated service solutions.

Work Responsibilities:

This position will work on-site at our facility in Troutman, NC from 7am-3:30pm, Monday-Friday.

• Enters, edits, and tracks orders ensuring accuracy and timely delivery (item addition, address changes, duplications, fulfillment, cancellations)
• Handles phone, email, and chat requests for support in a call center environment and gathers related data using Customer Relationship Management (CRM) software
• Provides concierge order coordination researching order exceptions on the plant floor as needed
• Serves as a liaison between multiple business groups while developing a strong rapport with customers and providing best-in-class service
• Other activities include
• Reports quality anomalies
• Collaborates with cross functional teams
• Supports large-scale merchandising projects as needed
• Assists with monitoring consumables inventory and reorders
• Provides back-up assistance with returns by researching and solving paperwork exceptions on-site

Skills and Experience That You Will Bring to the Role:

• High school diploma or equivalent
• 4+ years of customer service experience in a fast-paced environment
• Possesses an elevated level of competency in Microsoft Suite and comprehensive computer skills overall
• SAP, online sales management and/or Warehouse Management System preferred
• Has excellent communication skills, written and verbal, and the ability to effectively address all levels across the organization
• Ability to exercise tact and patience in solving customer problems and answering questions
• Is flexible and meticulous while strategically solving problems independently and proactively - project management experience a plus
• Embraces diversity and functions as a role model in adherence to MSS policies while constructively challenging the status quo or other team members

What We Offer:

• Competitive salary plus bonus-earning potential
• Paid Time-Off & Company paid holidays
• Healthcare benefits including medical, dental, and vision
• 401K saving plan with company match
• Tuition assistance program
• Profit Sharing eligibility
• Monthly cellphone allowance

Company: Masco Support Services

Shift 1 (United States of America) Full time

Hiring Range: $20.15 - $31.63

Actual compensation may vary based on various factors including experience, education, geographic location, and/or skills.