Customer Service Representative

4 weeks ago


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.



This position will be responsible for answering incoming consumer calls, reply and respond to online retail Q &A as well as reviews on retailer websites. The primary job is to answer specific product questions and/or connect the consumer with the best internal contact to answer additional detailed questions or assist the consumer with an issue. This role requires strong communication skills as the “Customer Advocate”.



  • Close working relationship with customers, sales representatives, dealers, retailers and colleagues
  • Effectively communicate with customers via email, telephone and fax regarding a wide range of inquiries
  • Answers inquiries by clarifying desired information; researching, locating, and providing information
  • Answer product related technical questions
  • Collaborate with team members to share knowledge and ongoing training
  • Assist in implementation of new procedures as required
  • Responsible for maintaining call logs and email enquiries
  • Develop and maintain customer relationship to insure customer satisfaction
  • Ability to research via the internet and internal documents
  • Compose and type correspondence to customers and sales representatives
  • Perform other duties as required


  • Associate’s Degree in business or related field (preferred)
  • 2 years Customer Service, or related field experience (preferred)
  • Experienced in Microsoft Office, specifically Excel, Word and Outlook
  • Strong interpersonal, verbal, written, telephone communication and active listening skills
  • Must be personable, have a passion for people and providing excellent Customer Service
  • Ability to remain calm while working with difficult customers in a complaint resolution situation
  • Must be detail orientated, results driven and conscientious
  • Ability to multi-task and work in fast paced environment
  • Must have professional attitude and appearance and be a team player

Knowledge of Building Products Industry is strongly preferred


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