Sr Support, Builder Account Services

About the Role

This is an individual contributor role responsible for the accountabilities of a Builder Channel Account Support Specialist. The position serves as a non-supervisory leader, providing training, expertise, and peer mentoring to team members. Responsibilities include documenting and developing training materials, assisting with escalated issues, and supporting project management.

Reports directly to the Builder Channel Supervisor-Account Support.

Responsibilities

• Provide backup support to Supervisor and Manager.
• Support semi-custom management as a backup.
• Understand and resolve concerns in OTM (Oracle Transportation Management).
• Manage and research IT programming specific to BCS enhancements.
• Input and review weekly KPIs (Key Performance Indicators) for the Customer Service team.
• Mentor and train new team members on product, systems, and delivery methods for the Aristokraft brand.
• Support the MasterBrand Operations team.
• Manage the Service Order/3rd Party payment process.
• Answer calls from multiple customers, providing prompt and appropriate feedback.
• Manage invoicing functions for completed orders.
• Calculate figures such as prices, discounts, proportions, percentages, and 3rd party service margins.
• Proactively communicate with customers and team members.
• Manage warranty calls related to homeowners and builders.
• Provide order entry support.
• Optimize loads through proper load balancing.
• Serve as a liaison between plant and customer regarding quality issues.
• Address logistic/carrier issues and develop resolutions.
• Facilitate communications with builders regarding construction phases, order dates, and purchase orders.
• Collect purchase order information and prepare accurate contract pricing.
• Investigate and resolve issues related to no-charge replacement orders.
• Process and authorize product returns, credits, bills, and payments to 3rd party service agents.
• Provide customers with order status documents (acknowledgements, service orders, delivery notifications).
• Lead investigations, make decisions, and resolve customer issues while modifying processes to prevent recurrence.
• Maintain knowledge of engineering changes, manufacturing processes, and customer service concepts.
• Build relationships and communicate effectively with internal and external customers.
• Analyze business information, documents, and regulations.
• Solve practical problems in situations with variables and standardized methods.
• Use decision-making skills to determine exceptions for issue resolution.
• Understand customer requirements and analyze requests for potential obstacles.
• Interpret kitchen/bath layouts, cabinet SKUs, and trim lists.
• Answer installation questions from installers, customers, and service agents.
• Promote and assist with process/procedure changes.
• Understand cross-functional roles (design, pricing, customer service) and their impacts on systems.
• Monitor daily phone coverage and utilize reporting tools to troubleshoot issues.
• Provide backup support to other team members, including cross-functional roles.
• Perform other duties as assigned by management.

Requirements

• Ability to influence cross-functional teams without formal authority.
• Ability to prioritize and manage competing customer requests.
• Affinity for numbers, mathematics, and statistics; experience in basic accounting procedures.
• Strong data visualization and cost/effectiveness analysis skills.
• Strong problem-solving skills with a "listen first" approach.
• Strong analytical, organizational, and execution skills; capable of driving strategic plans with minimal supervision.
• Positive, self-motivated, and team-oriented attitude.
• Effective written and verbal communication skills.
• Proficiency in Microsoft Office (PowerPoint, Word, Excel).
• Experience with IBM AS400 software.
• Ability to travel 2%-5% annually (domestically & internationally).

Skills & Attributes

• Extensive knowledge of product and channel processes.
• Ability to analyze data and relate it to business needs.
• Promote a positive team environment and take leadership roles when needed.
• Audit output for new team members.
• Communicate effectively with people in varying skilled trades.
• Demonstrated ability to meet deadlines and prioritize multiple tasks.
• Energy, enthusiasm, and a "customer first" attitude.
• Strong organizational and leadership skills.
• Strong attention to detail and accuracy.
• Ability to define problems, collect data, establish facts, and draw conclusions.
• Ability to follow and improve established procedures.
• Handle multiple tasks in a fast-paced, team-oriented environment.
• Adapt to continual change and competing priorities.
• Self-motivated and team-oriented.
• Strong problem-solving, written, and verbal communication skills.
• Intermediate skills in Microsoft Office (Excel, Word, Outlook, PowerPoint).
• Mathematical knowledge for analyzing numerical data and identifying trends.

Education & Experience

A 2-year or 4-year degree is highly preferred. Previous customer service experience is also preferred.

Physical Requirements

• Must remain in a stationary position for 90% of the time, operating a computer and office machinery.
• Frequently position self to access information in drawers and shelving.
• Ability to communicate information and ideas clearly.
• Ability to read documents, emails, and computer screens, and see details on printed materials.
• Consistently works in an indoor setting.
• Occasionally move about on the plant floor during travel for tours and meetings.
• Occasionally move items weighing up to fifteen pounds.

Work Environment

This is a remote position. The ideal candidate must be capable of working efficiently and independently from a home office, with reliable internet connectivity to support virtual communication tools. A dedicated workspace with a comfortable chair, desk, and adequate lighting is required. Travel is estimated at 2%-5% of the time for plant tours, meetings, conferences, and other business needs, which may require overnight stays.