Customer Service Representative

Builder Field Customer Service Representative 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. The Rep, Builder Field Customer Service 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. Key Responsibilities First-response and communication Respond to all customer inquiries (phone, email, web) within 8 business hours and log communication in Salesforce. Provide clear, concise status updates including scopes of work and schedule service dates to customers and internal stakeholders until issue resolution. Service order creation and scheduling Create and maintain service work orders and warranty appointments in Salesforce with full, accurate documentation including scopes of work and required parts. Check warranty calendar availability, schedule appointments, confirm technician assignments, and update calendar entries and work orders to reflect changes. Construction schedule tracking and alignment Proactively collect and track construction schedules from superintendents via phone, email, or website; update Salesforce to reflect real-time schedule changes. Coordinate appointment windows to minimize disruptions and avoid rework or missed visits. Work order completion and quality control 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 to ensure first-time fix rate improvement. Issue diagnosis and resolution Triage customer concerns, diagnose root causes using product knowledge and technician feedback, recommend corrective actions, and schedule follow-up service when required. Escalate complex or recurring issues to Supervisor or Builder with recommended mitigation steps. Parts and resources coordination Confirm parts availability, stage parts for technicians, and coordinate with Team to avoid delays. Monitor parts usage trends and report shortages/Damages/Incorrect parts/Backorders to management Cross-functional collaboration Serve as the primary liaison between Field Service Representative, Sales, Builder, and Subcontractors to set expectations and share critical updates. Participate in daily alignment meetings to track performance trends while working on resolutions/countermeasures. Collaborate meetings between field subcontractors and office to ensure alignment and process adherence/trust. Order entry and quoting Accurately enter customer orders and quotes into designated systems and ensure timely communication to Customer once processed. Continuous improvement and knowledge sharing Build deep knowledge of MasterBrand products and procedures; identify recurring issues and recommend process or product improvements. Share best practices, contribute to SOPs, and help train peers on tools and workflows. Company culture and compliance Demonstrate the MasterBrand Way by seeking opportunities to reduce waste and complexity, participating in ethics and compliance activities, and supporting a collaborative work environment. Accept additional assignments and provide constructive feedback to improve team performance. Other duties Perform other duties as assigned that support customer service objectives and business goals. Success Metrics and Targets Customer response expectation: 100% of inbound customer contacts responded to within 8 business hours. First-time fix rate: Increase first-time service resolution. Data accuracy: Maintain >99% accuracy on Salesforce/BCS work orders and schedule entries. Repeat visits reduction: Reduce repeat service trips. Required Qualifications and Skills Experience: 25 years in customer service, field service coordination, or warranty operations; experience in construction or builder-facing environments preferred. Technical skills: Proficient with Microsoft Word, Outlook, and Excel; experience with Salesforce and AS400 preferred. Customer focus: Regular field visits and customer coordination while building relationships through delivering on time and complete. Communication: Excellent written and verbal communication; able to present information clearly to customers and internal partners. Organization: Proven ability to multi-task, meet deadlines, and manage competing priorities in a fast-paced environment. Problem solving: Ability to diagnose practical problems, adapt standardized procedures to variable field conditions, and propose workable solutions. Numeracy: Comfortable calculating prices, service timeframes, and basic percentages. Professional attributes: Calm under pressure, detail-oriented, self-starter, a continuous learner, trusted Associate and Team player. Preferred Qualifications Tools: Prior Salesforce exposure, experience with scheduling or field service management software. Domain knowledge: Product specifications retention for MasterBrand product lines; familiarity with construction schedules and builder processes. Travel: Willingness to travel up to 5% domestically. Education & Experience High school diploma or GED equivalent minimally required. Associate's degree is preferred. Prior Customer Service experience is required with preference for those who have worked in the cabinet industry. Previous account management experience is preferred. 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 View email address on click.appcast.io.