Technical Support

Builder Channel Account Support Specialist

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.

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 Agents
• Promotes change, assisting with implementation of changes to process/procedures
• Advanced understanding of cross-functional roles (design, pricing, customer service) and the impacts to systems and processes
• In depth understanding of customer needs, elevating issues to supervisor when appropriate
• Monitor daily phone coverage
• Utilize reporting tools to troubleshoot potential issues and manage daily workload
• Provide back-up support to other members of the team (may include cross-functional roles)
• Other duties as may be assigned at management's discretion

REQUIRED 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 processes
• Analyze data and understand how data relates to business
• Promote positive team environment and take leadership role when needed
• Audit output for new team members
• Ability to communicate with people in varying levels of skilled trades
• Demonstrated ability to meet deadlines and effectively organize and prioritize multiple tasks at once
• Demonstrates energy, enthusiasm, and a "customer first" attitude to both internal and external customers
• Strong organizational and leadership skills
• Strong attention to detail and accuracy in work produced
• Ability to define problems, collect data, establish facts, and draw conclusions
• Ability to follow existing guidelines and improve established procedures
• Ability to handle multiple tasks, and function in a team-oriented, fast-paced environment
• Ability to prioritize workload and hand-off to team members in order to meet deadlines
• Must be able to adapt to continual change and competing priorities
• Self-motivated, Team oriented
• Strong problem solving skills
• Strong written and verbal communication skills Communication with Customer, Account Managers, and other MasterBrand associates
• Software 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 trends
• Ability to travel as business needs require Estimated at 2-5% for the purpose of customer visits

Make the team better

• Celebrate success; give feedback to improve
• Get actively involved and share your perspective

Be bold

• Make big commitments to deliver big results
• Fail fast

Champion improvement

• Trust the tools to drive results
• Don't wait for someone else to find a better way

Education & Experience:

• A 2-year or 4-year degree is highly preferred
• Previous Customer Service experience preferred

PHYSICAL 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,