Customer Service Representative

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

For 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.

Equal Employment Opportunity

MasterBrand Cabinets LLC is an equal opportunity employer. MasterBrand Cabinets LLC's policy is not to discriminate against any applicant or employee based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, military status, sexual orientation, genetic history or information, or any other basis protected by federal, state or local laws. MasterBrand Cabinets LLC also prohibits harassment of applicants or employees based on any of these protected categories. It is also MasterBrand Cabinets LLC's policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.

Reasonable Accommodations

MasterBrand Cabinets LLC is committed to working with and providing reasonable accommodations to individuals with disabilities. If you have a disability and wish to discuss potential accommodations related to applying for employment, please contact us at [e-mail].