Builder Services & Warranty Coordinator

MasterBrand, Inc.; Brentwood (TN); On-site; USD 42,000 - 56,000; Full time

Job summary

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

The role is based onsite at our Brentwood facility, Monday–Friday, 7:00 a.m. to 3:30 p.m., with responsibilities including logging inquiries in Salesforce, maintaining service work orders, and ensuring

Qualifications

• High school diploma or GED; Associate’s degree preferred.
• 1+ year in customer service, field service coordination, or warranty operations; construction or builder-facing environments preferred.
• Proficient with Microsoft Word, Outlook, and Excel; 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.
• Willingness to travel up to 5% domestically.

Responsibilities

• Respond to 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 and scheduling follow-up service.
• Create and maintain service work orders and warranty appointments in Salesforce with complete documentation.
• Coordinate service appointments, monitor construction schedules, and update calendars and work orders to reflect changes.
• Close out service work orders in Salesforce after verifying completion, parts used, and customer sign-off.
• Track and resolve incomplete services, warranty claims, quality inspection items, and installer debriefs.
• Confirm parts availability, coordinate with internal teams to avoid delays, and monitor shortages and backorders.
• Serve as the primary liaison between Field Service Representatives, Sales, Builders, and Subcontractors to set expectations.
• Participate in team and subcontractor alignment meetings to drive performance and communication.
• Accurately enter customer orders and quotes into designated systems and ensure timely communication with customers after processing.
• Build deep knowledge of MasterBrand products and procedures; identify recurring issues and suggest improvements.
• Share best practices, contribute to SOPs and process improvements, assist with peer training.

Skills

Customer service

Communication

Time management

Education

High school diploma or GED

Associate's degree preferred

Tools

Salesforce

AS400

Microsoft Word

Outlook

Excel

Job description

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

The role is based onsite at our Brentwood facility, Monday–Friday, 7:00 a.m. to 3:30 p.m., with responsibilities including logging inquiries in Salesforce, maintaining service work orders, and ensuring