Builder Channel Service Coordinator - Warranty & Scheduling

MasterBrand, Inc.; Manassas Park (VA); On-site; USD 40,000 - 54,000; Full time

Job summary

MasterBrand Cabinets LLC seeks a Customer Service Representative (Builder Channel) to manage the end-to-end service and warranty lifecycle. You will diagnose issues, coordinate with builders, field teams, installers, and technicians, and drive timely resolutions to ensure customer satisfaction and accurate data in Salesforce.

The role requires 1+ year in customer service or warranty operations, proficiency with Word/Outlook/Excel, and ability to travel locally for field visits.

Qualifications

• High school diploma or GED required; associate degree preferred.
• 1+ years in customer service, field service coordination, or warranty operations.
• Experience in construction or builder-facing environments preferred.
• Proficient with Word, Outlook, and Excel; Salesforce and AS400 helpful.

Responsibilities

• Handle customer inquiries by phone, email, or web and document in Salesforce.
• Provide updates on service requests, scheduling, and resolutions.
• Coordinate work orders and warranty appointments with field teams and subcontractors.
• Schedule service visits, assign technicians, and adjust timelines as needed.
• Investigate issues, coordinate corrective actions, and verify service completion.
• Coordinate parts availability and manage shortages affecting service delivery.
• Enter orders and quotes; contribute to SOPs and process improvement.

Skills

Customer service

Communication

Multi-tasking

Time management

Education

High school diploma or GED

Associate’s degree

Tools

Microsoft Word

Outlook

Excel

Salesforce

AS400

Job description

MasterBrand Cabinets LLC seeks a Customer Service Representative (Builder Channel) to manage the end-to-end service and warranty lifecycle. You will diagnose issues, coordinate with builders, field teams, installers, and technicians, and drive timely resolutions to ensure customer satisfaction and accurate data in Salesforce.

The role requires 1+ year in customer service or warranty operations, proficiency with Word/Outlook/Excel, and ability to travel locally for field visits.