Specialist, Customer Solutions

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 Specialist, Customer Solutions reports to the Manager, Dealer Customer Service (SDK). This position is a crucial individual contributor responsible for delivering an outstanding experience to both internal and external customers. The primary responsibilities of this role include acting as a liaison between the plant and the remote customer service team, addressing advanced product inquiries.

YOUR ROLE:

• Collaborates with the Quality Manager to address quality issues and conduct quality checks on re-orders. When required, inspects multiple replacement orders, documents findings with photographs, and communicates updates to the customer.
• Collaborates with the engineering group to assist dealer with complex product questions.
• Acts as a liaison between the plant and the remote customer service team.
• Investigates pricing and billing related questions.
• Shares all launch information with the team and represents Customer Service at meetings throughout the year, ensuring successful launches for both internal teams and external dealers.
• Assesses and responds to consumer emails and escalated homeowner calls.
• Manages escalated concerns related to manufacturing constraints, keeping the customer service team updated with relevant information and customer communication points.
• Aids the Product Engineering team for complex system upgrades and logics.
• Analyzes complex inquiries from the sales team and provides root cause solutions, while engaging with all MasterBrand departments to resolve issues effectively.
• Trains and mentors internal and cross-functional team members on product and systems specific to applicable brand(s).
• Develops in-depth knowledge of all MasterBrand strategic business units. Leverages ideas from other reviews and co-workers to provide value-added recommendations and best practices to others.
• Consistently demonstrates the MasterBrand Way, positioning the company for growth and helping identify opportunities to reduce waste, complexity, and improve our work environment.
• Demonstrates teamwork by responsively collaborating with management and staff, sharing information and ideas, proactively seeking, and accepting constructive feedback, and accepting additional assignments when appropriate.
• Identifies self-development needs and seeks opportunities to work on areas that will further develop skills.
• Participates in company efforts related to ethics and compliance activities.
• Performs other duties as assigned.

CHARACTERISTICS AND ATTRIBUTES:

Make the team better

• Celebrate success; give feedback to improve
• Get actively involved and share your perspective

Be bold

• Make big commitments to deliver big results
• Fail fast

Champion improvement

• Trust the tools to drive results
• Don't wait for someone else to find a better way

REQUIRED KNOWLEDGE, SKILLS, AND EXPERIENCE:

• Effective communication (written and verbal); clearly, concisely and with context communicate objectives and expectations with customers, team members, and management. Provides a data driven approach to problem solving.
• Strong skills in Microsoft Office, including Word, Outlook, PowerPoint, and Excel and working with multiple databases.
• Previous experience working in a warehouse or manufacturing environment preferred.
• Ability to read measurements, work, or calculate numbers.
• Exhibiting enthusiasm, maintaining a positive attitude, and demonstrating a sense of urgency are crucial in delivering exceptional customer service.
• Proven ability to meet deadlines while efficiently organizing and prioritizing multiple tasks simultaneously.
• Possesses excellent organizational skills.
• Maintains strong attention to detail and accuracy in all work produced.
• Demonstrates the capacity to adapt to ongoing changes while maintaining composure.
• Ability to prepare and deliver professional sales presentations via phone, electronic communication, and in person using software such as PowerPoint.
• Ability to maintain confidentiality.
• Strong ability to mentor and lead others through influence.
• Ability to travel less than 5% annually (domestically).

WORK ENVIRONMENT:

This is a hybrid role where the individual can effectively and independently work from a workspace in the plant and from their home office, adhering to the designated work schedule (4 days at the plant, 1 day remote), completing tasks, and meeting deadlines. As a hybrid/remote employee, the individual will need internet connectivity capable of supporting virtual communication tools that allow for collaboration with team members, attendance of meetings, and participation in company activities. The individual will be required to set up and maintain a suitable home office environment conducive to productivity. This includes having a dedicated workspace with a comfortable chair, desk, and adequate lighting. The individual is expected to travel less than 5% of their time to go on plant tours/site visits, team meetings or trainings. This travel may require overnight stays and may be multiple days in duration.

Compensation Range:

$15.19-23.90

• Actual pay will vary based on qualifications and other factors

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.