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Senior Customer Service Representative in Tampa, FL
Masonite Corporation

Date Posted: 8/17/2018

Job Snapshot

Job Description

Our vision is to be the best provider of building products in the eyes of our customers, employees, shareholders, suppliers and communities.

At Masonite, we understand that people are key. We are a composite of diverse people who come together by showing support and respect to one another.

We hire people that demonstrate integrity under pressure. Integrity is at the foundation of everything we do. It is in each door we make, in our commitment delivery and in our honest and sincere communication.

Our employees are flexible, versatile and resilient. Our ability to weather any storm, to bend without breaking, is what allows us to hear the knock and open the door with confidence, no matter what's on the other side.

At Masonite, we hold the door open for each other and for new ideas. We want everyone to freely contribute ideas and add value, so we are positive and encouraging. This collaborative environment is what makes Masonite a transparent, fair company- one that doesn't hide behind closed doors.

We continuously strive to improve both our products and our customers' experiences. This drive leads us to revolutionize the door industry and help people walk through walls.


Senior Customer Service Representative – Tampa Manufacturing Distribution Division

The Customer Service Representative is responsible for the execution of timely and accurate processing customer orders and quotes for the complete line of Masonite products offered through USA Wood Doors, Florida Made Door and Masonite Display.


  • Complete the order entry process with a high degree of accuracy for orders
  • Answer incoming customer phone calls in a professional manner
  • Follow up to ensure that customer issues are resolved both promptly and thoroughly
  • Research delivery or invoicing discrepancies and issue credit as necessary
  • Research any delivery and/or invoicing discrepancies and work with the customer on a resolution, may include issuing credits and handling returns
  • Establish close working relationships with internal stakeholders and customers, understanding their business and how we can add value
  • Answer technical inquiries regarding our products and providing updates on the status of orders
  • Communicate clearly and professionally
  • Assist customers on resolutions related to product availability issues
  • 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
  • High School Education required, Associate’s Degree or higher preferred
  • 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
  • Available to work occasional weekends and extended hours during the work week as needed and be flexible to schedule changes.
  • Solid knowledge of architectural and commercial doors required
  • NWWDA, DAHC, FDHI, or equivalent certificate of commercial door and/or hardware required. If do not have required certification upon hire, will have up to six months upon hire to required certification.