Builder Services Coordinator – Warranty & Parts

MasterBrand, Inc.; Manassas (VA); Hybrid; USD 42,000 - 56,000; Full time

Job summary

MasterBrand, Inc. in Manassas Park, VA is seeking a Customer Service Representative (Builder Channel) to own the end-to-end service and warranty order lifecycle.

This role coordinates with builders, field teams, installers and service technicians to ensure timely resolutions and high satisfaction. You will diagnose issues, schedule appointments, track orders, and verify service completion while maintaining data accuracy in Salesforce and internal systems.

Qualifications

• High school diploma or GED required; Associate’s degree preferred.
• 1+ year in customer service, field service coordination, or warranty operations.
• Proficient with Word, Outlook, and Excel; Salesforce and AS400 preferred.
• Ability to participate in monthly field visits (local travel) and coordinate with customers.
• Excellent written and verbal communication; able to present information clearly to customers and internal partners.
• Proven ability to multi-task, meet deadlines, and manage priorities in a fast-paced environment.
• Ability to diagnose practical problems, adapt procedures to field conditions, and propose workable solutions.

Responsibilities

• Respond to customer inquiries by phone, email, or web and document communications in Salesforce.
• Create, maintain, and close service work orders and warranty appointments in Salesforce.
• Investigate customer concerns, identify root causes, and coordinate corrective actions with internal teams.
• Coordinate parts availability to support scheduled service appointments.
• Enter customer orders and quotes into company systems; contribute to SOPs and training.

Skills

Customer service

Field service coordination

Warranty operations

Microsoft Word

Outlook

Excel

Salesforce

AS400

Education

High school diploma or GED

Associate’s degree (preferred)

Tools

Salesforce

AS400

Excel

Word

Outlook

Job description

MasterBrand, Inc. in Manassas Park, VA is seeking a Customer Service Representative (Builder Channel) to own the end-to-end service and warranty order lifecycle.

This role coordinates with builders, field teams, installers and service technicians to ensure timely resolutions and high satisfaction. You will diagnose issues, schedule appointments, track orders, and verify service completion while maintaining data accuracy in Salesforce and internal systems.