Builder Services Representative

Builder Channel Account Support SpecialistFor 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.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 SupportYOUR ROLE:Provide back up support to Supervisor and ManagerProvide back up support for semi-custom managementUnderstanding of OTM (Oracle Transportation Management) and effectively resolve load concernsManage and understand IT Programming specific to BCS Enhancements and researchInput and review weekly KPI's (Key Performance Indicators) for the Customer Service teamMentor and train new team members on product, systems, and delivery methods associated with Aristokraft brandProvide support to MasterBrand Operations team.Manage Service Order/3rd Party payment processAnswer calls from multiple customers according to department standards and provides appropriate and prompt feedback- both internal and externalManage the invoicing functions for all completed ordersCalculate figures and amounts, such as, prices, discounts, proportions, percentages, and 3rd party service margins (countertop, installation, and misc. 3rd party items) based on established ratesBe proactive with communication to customers and team membersManage warranty calls-both homeowner and builder relatedProvide order entry supportEffectively optimize loads by proper load balancingLiaison between plant and customer regarding quality issuesAddress logistic/carrier issues as they arise and develop resolutionsFacilitate 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 ordersLead Investigation and question no charge replacement orders to resolve customer issues.Process and authorizes product returns, credits, bills, and payments to 3rd party service agentsProvide customers with order status documents, including, acknowledgements, service orders, and delivery notificationsLead investigation, make decisions, and resolve customer issues, and modify process to prevent future recurrenceMaintain knowledge of engineering changes, manufacturing process, production scheduling releases, and customer service concepts, practices and procedures and the systems that support themBuild relationships and positively interact and communicate with customers, both internal and externalAbility to read, analyze, and interpret general business information, documents, and regulationsAbility 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 situationUnderstand customer requirements and analyze requests for potential obstacles before implementing systematic changesUnderstand logic of Builder price matrices and schedules as it pertains to the ordering functionUnderstand kitchen/bath layouts and interpret cabinet SKU and trim listResearch & Answer installation questions from installers, customer, and Service AgentsPromotes change, assisting with implementation of changes to process/proceduresAdvanced understanding of cross-functional roles (design, pricing, customer service) and the impacts to systems and processesIn depth understanding of customer needs, elevating issues to supervisor when appropriateMonitor daily phone coverageUtilize reporting tools to troubleshoot potential issues and manage daily workloadProvide back-up support to other members of the team (may include cross-functional roles)Other duties as may be assigned at management's discretionREQUIRED KNOWLEDGE, SKILLS, AND EXPERIENCE:Ability to influence cross-functional teams without formal authority.Ability to prioritize and manage competing customer requests.Affinity for numbers and investigation; demonstrated aptitude for mathematics and statistics. Experience in basic accounting procedures, exceptional math skills, ability to analyze numerical data and identify trends.Strong ability for data visualization and cost/effective analysis.Strong problem-solving skills with a "listen first approach," to translate gathered data into solutions.Strong analytical, organizational, and execution skills required. Proficiency in advancing assignments with high-quality execution and minimal supervision. Attention to detail and follow-through must be strong. Capable of successfully driving the execution of strategic plans.Positive, self-motivated, and team-oriented attitude and approach.Effective communication (written and verbal); clearly, concisely and with context communicate objectives and expectations with customers, team members, and management.Strong skills in Microsoft Office, including PowerPoint, Word, and Excel.Experience with IBM AS400 software program.Ability to travel 2%- 5% annually (domestically & internationally).CHARACTERISTICS AND ATTRIBUTES:Extensive knowledge of product and channel processesAnalyze data and understand how data relates to businessPromote positive team environment and take leadership role when neededAudit output for new team membersAbility to communicate with people in varying levels of skilled tradesDemonstrated ability to meet deadlines and effectively organize and prioritize multiple tasks at onceDemonstrates energy, enthusiasm, and a "customer first" attitude to both internal and external customersStrong organizational and leadership skillsStrong attention to detail and accuracy in work producedAbility to define problems, collect data, establish facts, and draw conclusionsAbility to follow existing guidelines and improve established proceduresAbility to handle multiple tasks, and function in a team-oriented, fast-paced environmentAbility to prioritize workload and hand-off to team members in order to meet deadlinesMust be able to adapt to continual change and competing prioritiesSelf-motivated, Team orientedStrong problem solving skillsStrong written and verbal communication skills – Communication with Customer, Account Managers, and other MasterBrand associatesSoftware knowledge: Intermediate skills in Microsoft Office (Excel, Word, Outlook,PowerPoint)Mathematical knowledge: Experience in basic accounting procedures, exceptional math skills, ability to analyze numerical data and identify trendsAbility to travel as business needs require – Estimated at 2-5% for the purpose of customer visitsMake the team betterCelebrate success; give feedback to improveGet actively involved and share your perspectiveBe boldMake big commitments to deliver big resultsFail fastChampion improvementTrust the tools to drive resultsDon't wait for someone else to find a better wayEducation & Experience:A 2-year or 4-year degree is highly preferredPrevious Customer Service experience preferredPHYSICAL REQUIREMENTS:The individual must be able to remain in a stationary position for 90% of the time and constantly operate a computer and other office productivity machinery such as a calculator, copy machine,