Builder Services Representative

About the role

For more than 70 years, MasterBrand has been shaping the places where people come together, enriching lives and creating meaningful memories for our customers. We are the #1 manufacturer of residential cabinets in North America, and our associates produce the most comprehensive portfolio of superior cabinetry products for the kitchen, bath and other parts of the home. Come see why our associates love working at MasterBrand.

About the role

The Senior Support, Builder Account Services reports to the Supervisor, Builder Account Services The Senior Support, Builder Account Services is an individual contributor role on the Builder Accounts Services team. This position is responsible for the accountabilities of a Builder Channel Account Support Representative In addition, this role is responsible for documenting account procedures, managing multiple builder accounts, and assisting with escalated issues. This role is expected to provide team continuity and assist in project management.

Your Role

• Answers calls from multiple customers according to department standards and provides appropriate and prompt feedback both internally and externally.
• Monitors status of building progress and change orders.
• Completes appropriate paperwork associated with entering and processing customer orders.
• Oversees the process of generating invoices for all completed orders.
• Manages warranty calls related to homeowners and builders.
• Provides order entry support for multiple brands.
• Addresses logistic or carrier issues as they arise and develop resolutions.
• Facilitates verbal, electronic, and/or hard copy communications with internal and external customers regarding the phase of construction, order cabinet dates, selection information, purchase orders, etc.
• Collects purchase order information and prepares accurate contract pricing on orders.
• Leads investigation and question no charge replacement orders to resolve customer issues.
• Processes and authorizes product returns, credits, bills, and payments to 3rd party service agents.
• Defines problems, collects data, establish facts, draw appropriate conclusions, and provide solutions. Seeks clarification to determine root cause of issues.
• Builds relationships and positively interacts and communicates with internal and external customers.
• Presents information and responds to inquiries from customers, other departments, and team members.
• Investigates and answers installation questions from installers, customers, and Service Agents.
• Utilizes reporting tools to troubleshoot potential issues and manages daily workload.
• Provides back up support to other team members (may include cross-functional roles).
• Develops in-depth knowledge of all MasterBrand strategic business units. Leverages ideas from other reviews and co-workers to provide value-added recommendations and best practices to others.
• Consistently demonstrates the MasterBrand Way, positioning the company for growth and helping identify opportunities to reduce waste, complexity, and improve our work environment.
• Demonstrates teamwork by responsively collaborating with management and staff, sharing information and ideas, proactively seeking, and accepting constructive feedback, and accepting additional assignments when appropriate.
• Identifies self-development needs and seeks opportunities to work on areas that will further develop skills.

Required Knowledge, Skills, and Experience

• Ability to influence cross-functional teams without formal authority.
• Ability to prioritize and manage competing customer requests.
• Affinity for numbers and investigation; demonstrated aptitude for mathematics and statistics. Experience in basic accounting procedures, exceptional math skills, ability to analyze numerical data and identify trends.
• Strong ability for data visualization and cost/effective analysis.
• Strong problem-solving skills with a "listen first approach," to translate gathered data into solutions.
• Strong analytical, organizational, and execution skills required. Proficiency in advancing assignments with high-quality execution and minimal supervision. Attention to detail and follow-through must be strong. Capable of successfully driving the execution of strategic plans.
• Positive, self-motivated, and team-oriented attitude and approach.
• Effective communication (written and verbal); clearly, concisely and with context communicate objectives and expectations with customers, team members, and management.
• Strong skills in Microsoft Office, including PowerPoint, Word, and Excel.

Education & Experience

• High school diploma or equivalent required.
• An associate or bachelor's degree highly preferred.
• Minimum of one year of Customer Service experience preferred.