Builder Service Specialist

American Woodmark is now part of Master Brand, the largest residential cabinet manufacturer in North America. Together, we offer a comprehensive portfolio of trusted cabinetry brands and products to homeowners, builders, dealers, and retailers.

At Master Brand, our purpose is Building Great Experiences Together. For more than 70 years, our products have helped shape the spaces where people live, gather, and make lasting memories.

Position Purpose

To provide customer service support at the builder center location by processing builder orders, scheduling installations and service work tickets, warranty work tickets and to provide quality installation services to our customers in a timely, efficient and economical manner, consistent with our Mission Statement, CITE principles and Builder Center Standardization processes.

Essential Functions

• Serves as the primary point of contact for Builders, customers, subcontract installers, vendors, third-party carriers, and Timberlake for Builder Service-related communication and support.
• Communicates with customers by phone and email in accordance with established service level agreements, ensuring timely, professional, and accurate responses.
• Receives, reviews, understands, and distributes customer information related to starts, schedules, selections, purchase orders, warranty requests, product specifications, availability, lead times, and delivery requirements.
• Schedules and assigns installation tasks, process worksheets, work orders, and replacement part orders in accordance with established SOPs.
• Generates detailed work orders for cabinet service technicians and determines whether service requests are billable, processing them according to SOPs.
• Researches and resolves operational, quality, service, and warranty-related issues by identifying root causes and documenting appropriate follow-up actions.
• Monitors aging service and warranty tickets, non-QMS incidents, OBS logistics tickets, QMAPS data, and quality log activity in Maestro to ensure timely resolution.
• Develops and maintains a proficient working knowledge of American Woodmark systems, products, processes, and operating procedures.
• Provides account coverage in the absence of other Builder Service Specialists and supports the team to maintain adequate workload productivity.
• Trains and supports new Builder Service Specialists on AWC products, operating systems, processes, and procedures; serves as a Certified Peer Trainer as needed.
• Assists with the implementation of new processes, serves as a subject matter expert, and supports continuous improvement efforts across the department, location, and company.
• Supports leadership and departmental needs by assisting with strategic projects, team performance monitoring, switchboard coverage, and other duties as assigned.
• Demonstrates the cognitive, language, reasoning, and mathematical abilities consistent with the expectations of this role.
• Performs other duties as assigned.
• Complies with all core values, policies, and standards.
• Recruitment process may consist of any combination of phone, video and in person interviews.
• Offers may be contingent upon successful completion of Background Check, Drug Screen, Physical Examination and/or potential Motor Vehicle Check.

Ideal Candidate Profile

Work Experience