Builder Services & Warranty Coordinator

11 MasterBrand Cabinets LLC; Brentwood (TN); Vor Ort; USD 42.000 - 60.000; Vollzeit

Zusammenfassung

MasterBrand Cabinets LLC is seeking a Customer Service Representative (Builder) in Brentwood, TN to own the end-to-end service and warranty lifecycle. You will diagnose issues, prescribe corrective actions, and coordinate with field teams, installers, and service technicians to deliver timely resolutions.

The role requires strong communication, data accuracy in Salesforce, and a focus on customer satisfaction with on-site hours Monday through Friday, 7:00 a.m. to 3:30 p.m.

Qualifikationen

• High school diploma or GED equivalent minimally required.
• 1+ year(s) in customer service, field service coordination, or warranty operations; experience in construction or builder-facing environments preferred.
• Proficient with Microsoft Word, Outlook, and Excel required; experience with Salesforce and AS400 preferred.
• Excellent written and verbal communication; able to present information clearly to customers and internal partners.
• Proven ability to multi-task, meet deadlines, and manage competing priorities in a fast-paced environment.
• Ability to diagnose practical problems, adapt standardized procedures to variable field conditions, and propose workable solutions.
• Willingness to travel up to 5% domestically.

Aufgaben

• Respond to all customer inquiries (phone, email, web) within 8 business hours and log communication in Salesforce.
• Provide clear, concise status updates and coordinate issue resolution, including diagnosing concerns, recommending corrective actions, and scheduling follow-up service as needed.
• Create and maintain service work orders and warranty appointments in Salesforce with complete and accurate documentation, including scopes of work and required parts.
• Coordinate service appointments, monitor construction schedules, and update calendars and work orders to reflect changes while minimizing disruptions and avoiding rework.
• Close out service work orders in Salesforce after verifying completion, parts used, labor time, and customer sign-off.
• Track and resolve incomplete services, warranty claims, quality inspection items, and installer debriefs, escalating complex or recurring issues when appropriate.
• Confirm parts availability, coordinate with internal teams to avoid delays, and monitor shortages, damages, incorrect parts, and backorders.
• Serve as the primary liaison between Field Service Representatives, Sales, Builders, and Subcontractors to set expectations and communicate critical updates.

Kenntnisse

Customer service

Written and verbal communication

Multi-tasking

Problem solving

Ausbildung

High school diploma or GED

Associate’s degree

Tools

Salesforce

AS400

Microsoft Word

Outlook

Excel

Jobbeschreibung

MasterBrand Cabinets LLC is seeking a Customer Service Representative (Builder) in Brentwood, TN to own the end-to-end service and warranty lifecycle. You will diagnose issues, prescribe corrective actions, and coordinate with field teams, installers, and service technicians to deliver timely resolutions.

The role requires strong communication, data accuracy in Salesforce, and a focus on customer satisfaction with on-site hours Monday through Friday, 7:00 a.m. to 3:30 p.m.