Builder Services Coordinator - Warranty & Scheduling

MasterBrand, Inc.; Manassas Park (VA); On-site; USD 42,000 - 54,000; Full time

Job summary

MasterBrand Cabinets LLC in Manassas Park, VA is seeking a Customer Service Representative (Builder Channel) to own the end-to-end service lifecycle for warranty and service orders, coordinating with homeowners, builders, field teams, installers, and technicians.

You will diagnose issues, prescribe corrective actions, schedule visits, manage parts and communications in Salesforce, and drive timely resolutions while ensuring data accuracy and high customer satisfaction.

Qualifications

• High school diploma or GED required; Associate degree preferred.
• 1+ years in customer service, field service coordination, or warranty operations; construction/builder experience preferred.
• Proficient with Microsoft Word, Outlook, and Excel; Salesforce and AS400 experience preferred.
• Ability to travel locally for monthly field visits and coordinate with customers while building relationships.

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.
• Schedule service visits, coordinate technician assignments, and adjust schedules as project timelines change.
• Investigate customer concerns, identify root causes, and coordinate corrective actions with internal teams and field personnel.
• Verify service completion, parts usage, and customer sign-off before closing work orders.
• Track warranty claims, incomplete services, and recurring issues, escalating when necessary.
• Coordinate parts availability and monitor shortages or backorders impacting service delivery.
• Enter customer orders and quotes into company systems; maintain knowledge of MasterBrand products and processes.

Skills

Communication

Customer service

Phone & email support

Microsoft Office

Salesforce

AS400

Scheduling

Multitasking

Education

High school diploma or GED

Associate's degree preferred

Tools

Salesforce

AS400

Excel

Job description

MasterBrand Cabinets LLC in Manassas Park, VA is seeking a Customer Service Representative (Builder Channel) to own the end-to-end service lifecycle for warranty and service orders, coordinating with homeowners, builders, field teams, installers, and technicians.

You will diagnose issues, prescribe corrective actions, schedule visits, manage parts and communications in Salesforce, and drive timely resolutions while ensuring data accuracy and high customer satisfaction.