Account Support Representative (Builder)

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.
YOUR ROLE:
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
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
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 staffing@masterbrand.com.