Customer Service Representative

MasterBrand, Inc.; Manassas, Northern (VA, KY); 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

## Customer Service RepresentativeApply: Manassas Park, VA: Full time: Posted Today: JR-22351For more than 70 years, MasterBrand has been shaping the places where people come together, enriching lives and creating meaningful memories for our customers. We are the #1 manufacturer of residential cabinets in North America, and our associates produce the most comprehensive portfolio of superior cabinetry products for the kitchen, bath and other parts of the home. Come see why our associates love working at MasterBrand. **Job Description:**The Customer Service Representative (Builder Channel) owns the end-to-end customer service lifecycle for service and warranty orders, serving as the primary point of contact to diagnose issues, prescribe corrective actions, and drive timely resolutions. This role ensures seamless alignment between customers and homeowners, MasterBrand field teams, Installers, and Service Technicians, orchestrating schedules, parts staging, and follow-up to deliver exceptional outcomes. Success is measured by outstanding customer satisfaction, rapid response times to builders, high data accuracy in the ordering platform and Salesforce, on-time appointment completion, and a sustained reduction in repeat service visits.**Responsibilities:**### Customer Communication & Service Coordination* ### Respond to customer inquiries received by phone, email, or web and document all communications in Salesforce.* Provide updates regarding service requests, scheduling, and issue resolution.* Serve as a primary point of contact between customers, builders, field service representatives, sales teams, and subcontractors.### Work Order & Schedule Management* Create, maintain, and close service work orders and warranty appointments in Salesforce.* Schedule service appointments, coordinate technician assignments, and adjust schedules as project timelines change.* Track construction schedules and align service visits to minimize delays and missed appointments.### Issue Resolution & Quality Assurance* 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.### Parts & Logistics Coordination* Coordinate parts availability to support scheduled service appointments.* Monitor shortages, damages, backorders, and other issues that may impact service delivery.### Reporting & Continuous Improvement* Enter customer orders and quotes into company systems.* Maintain knowledge of MasterBrand products, processes, and systems.* Identify recurring issues and opportunities for process improvement.* Contribute to SOPs, training efforts, and team best practices.**Qualifications*** High school diploma or GED equivalent minimally required; Associate’s degree is preferred.* 1+ years 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.* Ability to participate in monthly field visits (local travel) and customer coordination while building relationships through delivering on time and complete.* 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.