Sr Support, Builder Account Services

Builder Channel Account Support Specialist

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.

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.

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 Master Brand 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 (counter top, 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…