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, 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
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
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…