Customer Service Representative II (Builder)

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 Customer Service Representative (Builder) owns the end-to-end customer service lifecycle for service and warranty orders, serving as the primary point of contact to diagnose issues, prescribe corrective actions, and drive timely resolutions.

This role ensures seamless alignment between customers and homeowners, MasterBrand field teams, Installers, and Service Technicians, orchestrating schedules, parts staging, and follow-up to deliver exceptional outcomes.

Success is measured by outstanding customer satisfaction, rapid response times to builders, high data accuracy in the ordering platform and Salesforce, on-time appointment completion, and a sustained reduction in repeat service visits.

This position is based at our Brentwood, Tennessee facility and requires onsite attendance Monday through Friday, 7:00 a.m. to 3:30 p.m.

Responsibilities

• Respond to all customer inquiries (phone, email, web) within 8 business hours and log communication in Salesforce.
• Provide clear, concise status updates and coordinate issue resolution, including diagnosing concerns, recommending corrective actions, and scheduling follow-up service as needed.
• Create and maintain service work orders and warranty appointments in Salesforce with complete and accurate documentation, including scopes of work and required parts.
• Coordinate service appointments, monitor construction schedules, and update calendars and work orders to reflect changes while minimizing disruptions and avoiding rework.
• Close out service work orders in Salesforce after verifying completion, parts used, labor time, and customer sign-off.
• Track and resolve incomplete services, warranty claims, quality inspection items, and installer debriefs, escalating complex or recurring issues when appropriate.
• Confirm parts availability, coordinate with internal teams to avoid delays, and monitor shortages, damages, incorrect parts, and backorders.
• Serve as the primary liaison between Field Service Representatives, Sales, Builders, and Subcontractors to set expectations and communicate critical updates.
• Participate in team and subcontractor alignment meetings to drive performance, process adherence, collaboration, and effective communication.
• Accurately enter customer orders and quotes into designated systems and ensure timely communication with customers once processed.
• Build deep knowledge of MasterBrand products and procedures; identify recurring issues and recommend process or product improvements.
• Share best practices, contribute to SOPs and process improvements, support peer training, and assist with additional assignments as needed.
• Demonstrate the MasterBrand Way by seeking opportunities to reduce waste and complexity, participating in ethics and compliance activities, and supporting a collaborative work environment.

Qualifications

• High school diploma or GED equivalent minimally required; Associate's degree is preferred.
• 1+ year(s) in customer service, field service coordination, or warranty operations; experience in construction or builder-facing environments preferred.
• Proficient with Microsoft Word, Outlook, and Excel required; experience with Salesforce and AS400 preferred.
• Excellent written and verbal communication; able to present information clearly to customers and internal partners.
• Proven ability to multi-task, meet deadlines, and manage competing priorities in a fast-paced environment.
• Ability to diagnose practical problems, adapt standardized procedures to variable field conditions, and propose workable solutions.
• Comfortable calculating prices, service timeframes, and basic percentages.
• Willingness to travel up to 5% domestically.