Job Description

This is an individual contributor role that is responsible for the accountabilities of a Builder Channel Customer Service Representative. Responsible for documenting account procedures, managing multiple builder accounts, and assisting with escalated issues. This person is expected to provide team continuity and assist in project management.

Organizational Relationship:

Reports directly to the Builder Channel Supervisor-Customer Service

Accountabilities:

• Answer calls from multiple customers according to department standards and provides appropriate and prompt feedback- both internal and external
• Monitor status of building progress and change orders
• Complete appropriate paperwork associated with entering and processing customer orders
• Manage the invoicing functions for all completed orders
• Calculate figures and amounts, such as, prices, discounts, proportions, percentages, and 3rd party service margins (countertop, installation, and misc. 3rd party items) based on established rates
• Be proactive with communication to customers and team members
• Manage warranty calls-both homeowner and builder related
• Provide order entry support for multiple brands
• Effectively optimize loads by proper load balancing
• Liaison between plant and customer regarding quality issues
• Address logistic/carrier issues as they arise and develop resolutions
• Facilitate verbal, electronic, and/or hard copy communications with builders regarding the phase of construction, order cabinet dates, selection information, purchase orders, etc.
• Collect purchase order information and prepare accurate contract pricing on orders
• Accountable to review all selections and options and ensure purchase order/pricing information is accurate. Request VPO’s if needed
• Work with designers on recurring design changes that may need to be corrected
• Ensure most up to date plans are being ordered, and manage orders using a back log list if applicable
• Investigate and question no charge replacement orders
• Process and authorizes product returns, credits, bills, and payments to 3rd party service agents
• Provide customers with order status documents, including, acknowledgements, service orders, and delivery notifications
• Lead investigation, make decisions, and resolve customer issues, and modify process to prevent future recurrence
• Maintain knowledge of engineering changes, manufacturing process, production scheduling releases, and customer service concepts, practices and procedures and the systems that support them
• Maintain electronic documentation of standard work procedures for customer account management
• Define problems, collect data, establish facts, draw appropriate conclusions, and provide solutions. Seek clarification to determine root cause of issues
• Build relationships and positively interact and communicate with customers, both internal and external
• Ability to read, analyze, and interpret general business information, documents, and regulations
• Effectively present information and respond to inquiries from customers, other departments, and team members
• 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
• Understand customer requirements and analyze requests for potential obstacles before implementing systematic changes
• Understand logic of Builder price matrices and schedules as it pertains to the ordering function
• Understand kitchen/bath layouts and interpret cabinet SKU and trim list
• Research & Answer installation questions from installers, customer, and Service Agents
• Monitor and review tasks in customers preferred website (Corrigo, Supply Pro, etc.) to manage construction process and obtain necessary supporting paperwork for order
• Provide back-up support to other members of the team (may include cross-functional roles)
• Other duties as may be assigned at management’s discretion
• Promotes change, assisting with implementation of changes to process/procedures
• Advanced understanding of cross-functional roles (design, pricing, customer service) and the impacts to systems and processes
• Mentor and train new team members
• Coordinates workload activity within team at corporate office
• Facilitate training sessions for personnel on team
• Expert with multiple formats of builder price matrices
• Lead investigation into customer issues, make decisions and modify processes accordingly
• In depth understanding of customer needs, elevating issues to supervisor when appropriate
• Provide back-up assistance for Semi Custom process
• Monitor daily phone coverage
• Responsible for resolving outstanding invoice issues
• Keep customer and service agent contact lists up to date
• Resolve backorders
• Utilize reporting tools to troubleshoot potential issues and manage daily workload
  
  

Characteristics & Attributes:

• Extensive knowledge of product and channel processes
• Analyze data and understand how data relates to business
• Promote positive team environment and take leadership role when needed
• Audit output for new team members
• Ability to communicate with people in varying levels of skilled trades
• Demonstrated ability to meet deadlines and effectively organize and prioritize multiple tasks at once
• Demonstrates energy, enthusiasm, and a “customer first” attitude to both internal and external customers
• Strong organizational and leadership skills
• Strong service mentality – dedicated to satisfying the customer
• Aristokraft Product knowledge and channel processes
• Strong attention to detail and accuracy in work produced
• Ability to nurture long term partner relationships
• Ability to define problems, collect data, establish facts, and draw conclusions
• Ability to follow existing guidelines and improve established procedures
• Ability to interpret instructions provided in written, oral, diagram, and other forms
• 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
• Self-motivated, Team oriented
• Strong problem solving skills
• Strong written and verbal communication skills – Communication with Customer, Account Managers, and other MBCI associates
• Software knowledge: Microsoft Office, AS400
• Mathematical knowledge: Experience in basic accounting procedures, exceptional math skills, Ability to analyze numerical data and identify trends
• Ability to travel as business needs require – Estimated 2-5% for the purpose of customer visits
  
  

Qualifications

• High school diploma or equivalent is minimally required
• A 2-year or 4-year degree is highly preferred
• Previous Customer Service experience preferred
  
  

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!

Equal Employment Opportunity

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.

Reasonable Accommodations

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 staffing@masterbrand.com.

• Actual pay will vary based on qualifications and other factors

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