Customer Service Representative

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:

The Rep, Builder Field Customer Service owns the end-to-end customer service lifecycle for service and warranty orders, servingas the primary point of contact to diagnose issues, prescribe corrective actions, and drive timely resolutions. This role ensures seamless alignment between customers and homeowners, MasterBrand 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.

Responsibilities:

• 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.
• 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.
• 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.
• 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.
• 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.
• 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
• 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.
• Accurately enter customer orders and quotes into designated systems and ensure timely communication to Customer once processed.
• Build deep knowledge of MasterBrand products and procedures; identify recurring issues and recommend process or product improvements.

• Customer response expectation: 100% of inbound customer contacts responded to within 8 business hours.
• First-time fix rate: Increase first-time service resolution.
• Data accuracy: Maintain >99% accuracy on Salesforce/BCS work orders and schedule entries.
• Repeat visits reduction: Reduce repeat service trips.

• High school diploma or GED equivalent minimally required.
• 2-5 years in customer service, field service coordination, or warranty operations; experience in construction or builder-facing environments preferred.
• Proficient with Microsoft Word, Outlook, and Excel; experience with Salesforce and AS400 preferred.
• Regular field visits and customer coordination while building relationships through delivering on time and complete.
• Excellent written and verbal communication; able to present information clearly to customers and internal partners.
• Proven ability to multi-task, meet deadlines, and manage competing priorities in a fast-paced environment.
• Ability to diagnose practical problems, adapt standardized procedures to variable field conditions, and propose workable solutions.
• Comfortable calculating prices, service timeframes, and basic percentages.
• Calm under pressure, detail-oriented, self-starter, a continuous learner, trusted Associate and Team player.