Customer Service Representative

MasterBrand, a leading manufacturer of residential cabinets in North America, is seeking a Rep, Builder Field Customer Service to own the end‑to‑end customer service lifecycle for service and warranty orders. The role ensures seamless alignment between customers, builders, field teams, installers, and service technicians, orchestrating schedules, parts staging, and follow‑up to deliver exceptional outcomes. Responsibilities Respond to all customer inquiries (phone, email, web) within 8 business hours and log communication in Salesforce. Provide clear status updates including scopes of work and schedule service dates to customers and internal stakeholders until issue resolution. Create and maintain service work orders and warranty appointments in Salesforce with full, accurate documentation. Check warranty calendar availability, schedule appointments, confirm technician assignments, and update calendar entries and work orders to reflect changes. 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. 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. 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. Confirm parts availability, stage parts for technicians, and coordinate with Team to avoid delays. Monitor parts usage trends and report shortages, damages, incorrect parts, or backorders to management. 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. Collaboration with field subcontractors and office to ensure alignment and process adherence. Accurately enter customer orders and quotes into designated systems and ensure timely communication to customers once processed. Build deep knowledge of MasterBrand products and procedures; identify recurring issues and recommend process or product improvements. 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. Qualifications High school diploma or GED equivalent minimally required. 2–5 years in customer service, field service coordination, or warranty operations; experience in construction or builder‑facing environments preferred. Proficient with Microsoft Word, Outlook, and Excel; 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. Calm under pressure, detail‑oriented, self‑starter, continuous learner, trusted associate and team player. 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. #J-18808-Ljbffr