Sr Support, Builder Account Services

MasterBrand, Inc.; Jasper, Northern (IN, KY); On-site; USD 55,000 - 85,000; Full time

Job summary

MasterBrand Cabinets LLC in the United States is seeking a Builder Channel Account Support Specialist. This individual contributor role also provides training and mentoring for the team and helps document training materials and handle escalated issues.

The role supports the Supervisor/Manager, oversees OTM load management, invoicing, pricing, and purchase orders, and collaborates with the Operations team to ensure on-time delivery. Remote with occasional travel (2–5%).

Qualifications

• Ability to influence cross-functional teams without formal authority.
• Ability to prioritize and manage competing customer requests.
• Aptitude for mathematics and statistics.

Responsibilities

• Provide back up support to Supervisor and Manager.
• Understand OTM (Oracle Transportation Management) and resolve load concerns.
• Input and review weekly KPI’s for the Customer Service team.
• Mentor and train new team members on product, systems, and delivery methods.
• Manage Service Order/3rd Party payment process.
• Answer calls from multiple customers per department standards.
• Manage invoicing functions for all completed orders.
• Provide order entry support.
• Lead investigations and resolve customer issues.

Skills

Cross-functional collaboration

Data analysis

Problem solving

Communication

Education

2-year or 4-year degree preferred

Tools

IBM AS400

Microsoft Office

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

This is an individual contributor role that is responsible for the accountabilities of a Builder Channel Account Support Specialist. Additionally, this role is a non-supervisory leader who provides training and expertise for other members of the team. Responsible for documenting and developing training materials as well as assisting with escalated issues. This person is expected to provide peer mentoring to less experienced associates and assist in project management.

Reports directly to the Builder Channel Supervisor-Account Support.

Your Role

• Provide back up support to Supervisor and Manager
• Provide back up support for semi-custom management
• Understanding of OTM (Oracle Transportation Management) and effectively resolve load concerns
• Manage and understand IT Programming specific to BCS Enhancements and research
• Input and review weekly KPI’s (Key Performance Indicators) for the Customer Service team
• Mentor and train new team members on product, systems, and delivery methods associated with Aristokraft brand
• Provide support to MasterBrand Operations team.
• Manage Service Order/3rd Party payment process
• Answer calls from multiple customers according to department standards and provides appropriate and prompt feedback- both internal and external
• Manage the invoicing functions for all completed orders
• Calculate figures and amounts, such as, prices, discounts, proportions, percentages, and 3rd party service margins (countertop, installation, and misc. 3rd party items) based on established rates
• Be proactive with communication to customers and team members
• Manage warranty calls-both homeowner and builder related
• Provide order entry support
• Effectively optimize loads by proper load balancing
• Liaison between plant and customer regarding quality issues
• Address logistic/carrier issues as they arise and develop resolutions
• Facilitate verbal, electronic, and/or hard copy communications with builders regarding the phase of construction, order cabinet dates, selection information, purchase orders, etc.
• Collect purchase order information and prepare accurate contract pricing on orders
• Lead Investigation and question no charge replacement orders to resolve customer issues.
• Process and authorizes product returns, credits, bills, and payments to 3rd party service agents
• Provide customers with order status documents, including, acknowledgements, service orders, and delivery notifications
• Lead investigation, make decisions, and resolve customer issues, and modify process to prevent future recurrence
• Maintain knowledge of engineering changes, manufacturing process, production scheduling releases, and customer service concepts, practices and procedures and the systems that support them
• Build relationships and positively interact and communicate with customers, both internal and external
• Ability to read, analyze, and interpret general business information, documents, and regulations
• Ability to solve practical problems and deal with variables in situations where standardized methods and procedures may exist.
• Must possess decision making skills to determine when exceptions are needed to provide resolution to the situation
• Understand customer requirements and analyze requests for potential obstacles before implementing systematic changes
• Understand logic of Builder price matrices and schedules as it pertains to the ordering function
• Understand kitchen/bath layouts and interpret cabinet SKU and trim list
• Research & Answer installation questions from installers, customer, and Service Agents
• Promotes change, assisting with implementation of changes to process/procedures
• Advanced understanding of cross-functional roles (design, pricing, customer service) and the impacts to systems and processes
• In depth understanding of customer needs, elevating issues to supervisor when appropriate
• Monitor daily phone coverage
• Utilize reporting tools to troubleshoot potential issues and manage daily workload
• Provide back-up support to other members of the team (may include cross-functional roles)
• Other duties as may be assigned at management’s discretion

Required Knowledge, Skills, and Experience

• Ability to influence cross-functional teams without formal authority.
• Ability to prioritize and manage competing customer requests.
• Affinity for numbers and investigation; demonstrated aptitude for mathematics and statistics.
• Experience in basic accounting procedures, exceptional math skills, ability to analyze numerical data and identify trends.
• Strong ability for data visualization and cost/effective analysis.
• Strong problem-solving skills with a “listen first approach,” to translate gathered data into solutions.
• Strong analytical, organizational, and execution skills required.
• Proficiency in advancing assignments with high-quality execution and minimal supervision.
• Attention to detail and follow-through must be strong.
• Capable of successfully driving the execution of strategic plans.
• Positive, self-motivated, and team-oriented attitude and approach.
• Effective communication (written and verbal); clearly, concisely and with context communicate objectives and expectations with customers, team members, and management.
• Strong skills in Microsoft Office, including PowerPoint, Word, and Excel.
• Experience with IBM AS400 software program.
• Ability to travel 2%- 5% annually (domestically & internationally).

Characteristics and Attributes

• Extensive knowledge of product and channel processes
• Analyze data and understand how data relates to business
• Promote positive team environment and take leadership role when needed
• Audit output for new team members
• Ability to communicate with people in varying levels of skilled trades
• Demonstrated ability to meet deadlines and effectively organize and prioritize multiple tasks at once
• Demonstrates energy, enthusiasm, and a “customer first” attitude to both internal and external customers
• Strong organizational and leadership skills
• Strong attention to detail and accuracy in work produced
• Ability to define problems, collect data, establish facts, and draw conclusions
• Ability to follow existing guidelines and improve established procedures
• Ability to handle multiple tasks, and function in a team-oriented, fast-paced environment
• Ability to prioritize workload and hand-off to team members in order to meet deadlines
• Must be able to adapt to continual change and competing priorities
• Self-motivated, Team oriented
• Strong problem solving skills
• Strong written and verbal communication skills – Communication with Customer, Account Managers, and other MasterBrand associates
• Software knowledge: Intermediate skills in Microsoft Office (Excel, Word, Outlook,PowerPoint)
• Mathematical knowledge: Experience in basic accounting procedures, exceptional math skills, ability to analyze numerical data and identify trends
• Ability to travel as business needs require – Estimated at 2-5% for the purpose of customer visits
• Make the team better
• Celebrate success; give feedback to improve
• Get actively involved and share your perspective
• Be bold
• Make big commitments to deliver big results
• Fail fast
• Champion improvement
• Trust the tools to drive results
• Don’t wait for someone else to find a better way

Education & Experience

A 2-year or 4-year degree is highly preferred. Previous Customer Service experience preferred.

Physical Requirements

The individual must be able to remain in a stationary position for 90% of the time and constantly operate a computer and other office productivity machinery such as a calculator, copy machine, and computer printer. This includes typing, clicking, and writing. Frequently positions self to maintain information in drawers and shelving. The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information. Ability to read documents, emails, and computer screens, as well as see details on printed materials and presentations. Consistently works in an indoor setting. While traveling, the individual in this position needs to occasionally move about on the plant floor when going on plant tours and engage face to face with process and control owners. Occasionally moves items weighing up to fifteen pounds across plant floor for various needs.

Work Environment

This is a remote position with the ideal candidate capable of working efficiently and independently from their home office to fulfill assigned tasks and meet deadlines. As a remote employee the candidate will need internet connectivity capable of supporting virtual communication tools that allow for collaboration with team members, attendance of meetings, and participation in company activities. The ideal candidate will be required to set up and maintain a suitable home office environment conducive to productivity. This includes having a dedicated workspace with a comfortable chair, desk, and adequate lighting. The candidate is expected to travel 2%-5% of their time to meet with process and control owners, go on plant tours, attend conferences, etc. This travel will require overnight stays and may be multiple days in duration.

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].

MasterBrand® isn’t just a cabinet company – we are an organization of people who are Building Great Experiences Together

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. Building on our history by innovating how we work and what we offer, MasterBrand is proud to be an industry leader. We achieve this through The MasterBrand Way – our business system – which empowers every individual to make the team better, be bold and drive our business forward, and champion improvement in all that we do. Through this unique culture, we strive to create a best place to work where:

• We aim for opportunity, purpose and reward in our associates’ experience all within an organization where our associates can thrive.
• We work hard to create an environment that keeps people safe, values their unique experiences and perspectives, and fosters collaboration and belonging.
• We are committed to supporting the well-being of our associates and the communities in which we operate.

Come see why our associates love working at MasterBrand.