Builder Field Service & Warranty Coordinator

11 MasterBrand Cabinets LLC; Brentwood (TN); On-site; USD 42,000 - 62,000; Full time

Job summary

MasterBrand Cabinets LLC is seeking a Rep, Builder Field Customer Service to manage end-to-end service and warranty orders, diagnose issues, and drive timely resolutions. You will align customers with field teams, installers, and technicians to ensure on-time appointments and high satisfaction.

Responsibilities include scheduling, parts staging, data accuracy in Salesforce, and continuous improvement. A strong customer focus, problem-solving skills, and field coordination experience are

Qualifications

• 2–5 years in customer service, field service coordination, or warranty operations.
• Experience in construction or builder-facing environments preferred.
• Proficient with Salesforce and AS400 preferred.

Responsibilities

• Respond to customer inquiries (phone, email, web) within 8 business hours and log in Salesforce.
• Create and maintain service work orders and warranty appointments in Salesforce with detailed documentation.
• Track construction schedules from superintendents and update real-time in Salesforce.
• Close out service work orders after verifying completion, parts used, labor time, and customer sign-off.
• Diagnose issues using product knowledge and technician feedback; schedule follow-ups as needed.
• Confirm parts availability, stage parts, and coordinate to avoid delays.
• Serve as liaison between Field Service, Sales, Builder and Subcontractors for alignment.
• Enter customer orders and quotes into designated systems and communicate promptly.
• Share best practices, contribute to SOPs, and help train peers.

Skills

Customer service

Field service coordination

Warranty operations

Communication

Organization

Problem solving

Numeracy

Calm under pressure

Multi-tasking

Education

High school diploma or GED

Associate's degree preferred

Tools

Salesforce

AS400

Microsoft Word

Microsoft Excel

Outlook

Job description

MasterBrand Cabinets LLC is seeking a Rep, Builder Field Customer Service to manage end-to-end service and warranty orders, diagnose issues, and drive timely resolutions. You will align customers with field teams, installers, and technicians to ensure on-time appointments and high satisfaction.

Responsibilities include scheduling, parts staging, data accuracy in Salesforce, and continuous improvement. A strong customer focus, problem-solving skills, and field coordination experience are