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Service Operations Associate

2 months ago

Franklin, Tennessee, United States MasterBrand Cabinets Full time
Company Overview

For nearly 70 years, MasterBrand has been enhancing the environments where individuals gather, enriching lives and crafting significant memories for our clients. This, combined with our stylish offerings, extensive dealer and retail network, and committed team members, has positioned us as the leading residential cabinet manufacturer in North America. Our distinctive culture of continuous enhancement is founded on trust in our tools, empowering our team, and progressing forward, upheld by over 14,000 associates across more than 20 manufacturing facilities and offices.

Position Overview

The Customer Service Associate plays a vital role in addressing our clients' needs. This role is accountable for resolving customer inquiries by ensuring that tasks and order specifications are meticulously detailed and completed promptly. The CSA collaborates directly with Builders, the MasterBrand field team, and subcontractors to troubleshoot any customer issues that may arise.

Key Responsibilities
  • Handle incoming customer calls.
  • Respond to all customer communications within two business hours.
  • Identify and propose solutions to address customer concerns.
  • Coordinate with the Field Service Representative, Sales Representative, Builder, and Subcontractor to ensure alignment and meet expectations.
  • Create service work orders in Salesforce for warranty appointments based on communications from customers/homeowners and schedule accordingly.
  • Input customer orders and quotes using designated systems.
  • Resolve incomplete service, warranty, quality inspections, and installer work debriefs, completing service work orders in Salesforce.
  • Monitor construction schedules through various communication methods with the superintendent, ensuring regular updates to align with Builder requirements.
  • Confirm and prepare parts for technicians.
  • Communicate scheduled completion dates to customers for service appointments.
  • Act on all internal Salesforce communications requiring additional service trips and process accordingly.
  • Perform other duties as assigned by management.
Desired Attributes
  • Strong customer focus with an emphasis on overall satisfaction.
  • Meticulous attention to detail and accuracy in work.
  • Ability to engage positively and communicate effectively with both internal and external customers.
  • Capable of solving practical problems and adapting to varying customer requirements and work situations.
  • Previous experience in a related field, preferably within the cabinet industry, is advantageous.
  • Experience in multitasking and prioritizing in a dynamic team environment.
  • Ability to manage stressful situations while maintaining composure.
Qualifications
  • High school diploma or GED is required.
  • Higher education or business school certifications are preferred.
  • Proficient computer skills, including the ability to use Microsoft Office applications such as Word and Excel.
  • Prior experience in account management is preferred.
  • Basic math skills, including arithmetic, multiplication, and division.
  • Proficiency in reading and writing in English.
Additional Information

Equal Employment Opportunity

MasterBrand Cabinets LLC is an equal opportunity employer. We do not 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. We also prohibit harassment of applicants or employees based on any of these protected categories.

Reasonable Accommodations

MasterBrand Cabinets LLC is committed to providing reasonable accommodations to individuals with disabilities.