Sr Support, Builder Account Services

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.

Job Description:

This is an individual contributor role that is responsible for the accountabilities of a Builder Channel Account Support Specialist.  Additionally, this role is a non-supervisory leader who provides training and expertise for other members of the team.  Responsible for documenting and developing training materials as well as assisting with escalated issues.  This person is expected to provide peer mentoring to less experienced associates and assist in project management.

Organizational Relationship:

Reports directly to the Builder Channel Supervisor-Account Support

YOUR ROLE:


* Provide back up support to Supervisor and Manager


* Provide back up support for semi-custom management


* Understanding of OTM (Oracle Transportation Management) and effectively resolve load concerns


* Manage and understand IT Programming specific to BCS Enhancements and research


* Input and review weekly KPI’s (Key Performance Indicators) for the Customer Service team


* Mentor and train new team members on product, systems, and delivery methods associated with Aristokraft brand


* Provide support to MasterBrand Operations team.


* Manage Service Order/3rd Party payment process


* Answer calls from multiple customers according to department standards and provides appropriate and prompt feedback- both internal and external


* 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


* 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


* Lead Investigation and question no charge replacement orders to resolve customer issues.


* Process and authorizes product returns, credits, bills, and payments to 3rd party service agents


* Provide customers with order status documents, including, ackno...