Customer Service Representative

Job Description

For more than 70 years, Master Brand 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 Master Brand.

The Rep, Builder Field Customer Service 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, Master Brand 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.

• First-response and communication:
  Respond to all customer inquiries (phone, email, web) within 8 business hours and log communication in Salesforce. Provide clear, concise status updates including scopes of work and schedule service dates to customers and internal stakeholders until issue resolution.
• Service order creation and scheduling:
  Create and maintain service work orders and warranty appointments in Salesforce with full, accurate documentation including scopes of work and required parts. Check warranty calendar availability, schedule appointments, confirm technician assignments, and update calendar entries and work orders to reflect changes.
• Construction schedule tracking and alignment:
  Proactively collect and track construction schedules from superintendents via phone, email, or website; update Salesforce to reflect real‑time schedule changes. Coordinate appointment windows to minimize disruptions and avoid rework or missed visits.
• Work order completion and quality control:
  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 to ensure first‑time fix rate improvement.
• Issue diagnosis and resolution:
  Triage customer concerns, diagnose root causes using product knowledge and technician feedback, recommend corrective actions, and schedule follow‑up service when required. Escalate complex or recurring issues to Supervisor or Builder with recommended mitigation steps.
• Parts and resources coordination:
  Confirm parts availability, stage parts for technicians, and coordinate with Team to avoid delays. Monitor parts usage trends and report shortages/Damages/Incorrect parts/Backorders to management.
• Cross-functional collaboration:
  
  Serve as the primary liaison between Field Service Representative, Sales, Builder, and Subcontractors to set expectations and share critical updates. Participate in daily alignment meetings to track performance trends while working on resolutions/countermeasures. Collaborate meetings between field subcontractors and office to ensure alignment and process adherence/trust.
• Order entry and quoting:
  Accurately enter customer orders and quotes into designated systems and ensure timely communication to Customer once processed.
• Continuous improvement and knowledge sharing:
  Build deep knowledge of Master Brand products and procedures; identify recurring issues and recommend process or product improvements. Share best practices, contribute to SOPs, and help train peers on tools and workflows.
• Company culture and compliance:
  Demonstrate the Master Brand Way by seeking opportunities to reduce waste and complexity, participating in ethics and compliance activities, and supporting a collaborative work environment. Accept additional assignments and provide constructive feedback to improve team performance.
• Other duties:
  Perform other duties as assigned that support customer service…