Builder Services Specialist

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.
• Maintains a proficient working knowledge of American Woodmark systems, products, processes, and operating procedures.
• Develops and maintains a proficient working knowledge of American Woodmark systems, products, processes, and operating procedures.
• Trains and supports new Builder Service Specialists on AWC products, operating systems, processes, and procedures; serves as a Certified Peer Trainer as needed.
• Supports leadership and departmental needs by assisting with strategic projects, team performance monitoring, switchboard coverage, and other duties as assigned.

Physical Demands/Working Conditions

• Stationary Position - Occasionally
• Move/Traverse - Occasionally
• Stationary Position/Seated - Frequently
• Transport/Lifting - Rarely (Up to 20 lbs)
• Transport/Carrying - Rarely (Up to 20 lbs)
• Exerting Force/Pushing - Rarely (Up to 20 lbs)
• Exerting Force/Pulling - Rarely (Up to 20 lbs)
• Exerting Force/Pinching - Rarely (Up to 10 lbs)
• Ascend/Descend - Rarely
• Balancing - Rarely
• Position Self/Stooping - Rarely
• Position Self/Kneeling - Rarely
• Position Self/Crouching - Rarely
• Position Self/Crawling - Rarely
• Position Self/Climbing - Rarely
• Reaching - Rarely
• Handling - Occasionally
• Gripping - Occasionally
• Feeling - Occasionally
• Communicate/Talking - Constantly
• Communicate/Hearing - Constantly
• Reading - Constantly
• Vision - Constantly
• Repetitive Motions - Frequently
• Coordination - Frequently