Builder Services Representative
No salary listed
Mid
Bachelor's, Associate's
Jasper, IN, USA
In Person
Customer Experience & SupportCustomer Support
About the job
Requirements
- Ability to influence cross-functional teams without formal authority.
- Ability to prioritize and manage competing customer requests.
- Affinity for numbers and investigation, with demonstrated aptitude for mathematics and statistics.
- Experience in basic accounting procedures, exceptional math skills, and ability to analyze numerical data and identify trends.
- Strong ability in data visualization and cost-effective analysis.
- Strong problem-solving skills and a listen-first approach to translate gathered data into solutions.
- Strong analytical, organizational, and execution skills, including advancing assignments with high-quality execution and minimal supervision, attention to detail, follow-through, and the ability to drive execution of strategic plans.
- Effective written and verbal communication, clearly and concisely communicating objectives and expectations with customers, team members, and management.
- Strong skills in Microsoft Office, including PowerPoint, Word, and Excel.
- High school diploma or equivalent required.
Responsibilities
- Answer calls from multiple customers according to department standards and provide appropriate, prompt feedback internally and externally.
- Monitor building progress and change-order status.
- Complete paperwork associated with entering and processing customer orders.
- Oversee invoice generation for completed orders.
- Manage warranty calls related to homeowners and builders.
- Provide order-entry support for multiple brands.
- Address logistic or carrier issues and develop resolutions.
- Facilitate verbal, electronic, and hard-copy communications with internal and external customers regarding construction phases, cabinet order dates, selection information, and purchase orders.
- Collect purchase-order information and prepare accurate contract pricing on orders.
- Lead investigations and question no-charge replacement orders to resolve customer issues.
- Process and authorize product returns, credits, bills, and payments to third-party service agents.
- Define problems, collect data, establish facts, draw appropriate conclusions, and provide solutions; seek clarification to determine root causes.
- Build relationships and interact and communicate positively with internal and external customers.
- Present information and respond to inquiries from customers, other departments, and team members.
- Investigate and answer installation questions from installers, customers, and service agents.
- Use reporting tools to troubleshoot potential issues and manage daily workload.
- Provide backup support to other team members, including cross-functional roles as needed.
- Develop in-depth knowledge of MasterBrand strategic business units and use ideas from reviews and coworkers to provide value-added recommendations and best practices.
- Demonstrate the MasterBrand Way, help position the company for growth, and identify opportunities to reduce waste and complexity and improve the work environment.
- Collaborate responsively with management and staff, share information and ideas, seek and accept constructive feedback, and accept additional assignments when appropriate.
- Identify self-development needs and seek opportunities to develop skills.
- Document account procedures, manage multiple builder accounts, assist with escalated issues, provide team continuity, and assist with project management.
Desired Qualifications
- An associate or bachelor's degree is highly preferred.
- A minimum of one year of customer service experience is preferred.
About the company
MasterBrand is a leading manufacturer of residential cabinets in North America, producing a wide range of cabinetry for kitchens, bathrooms, and other parts of the home. Its cabinets are designed and built to be installed in homes to organize spaces, store items, and support daily living in a durable, aesthetically pleasing way. The company differentiates itself through The MasterBrand Way, a business system that empowers employees to improve, collaborate, and drive the business forward while maintaining a strong safety and well-being culture. Its broad product portfolio and emphasis on a people-centric culture help it stand out from competitors. MasterBrand’s goal is to create great experiences for customers and communities by delivering high-quality cabinetry and fostering a best-place-to-work environment where associates can thrive and contribute to meaningful memories in the homes they help build.
Company Size
1,001-5,000
Company Stage
IPO
Headquarters
Beachwood, Ohio
Founded
1954
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Simplify's Take
What believers are saying
- Q2 2026 sales hit $815.2 million, and management guides $2.05-$2.11 billion second-half sales.
- Management targets over $100 million annual run-rate synergies by May 2029.
- Kinston keeps 180 jobs after November 27, 2026, preserving frameless capacity and Ultracraft production.
What critics are saying
- September 28, 2026 Kinston WARN cuts 391 jobs, showing integration destroys local execution.
- Q2 2026 swung to a $57.6 million loss; synergy promises have not restored margins.
- If housing demand stays weak through 2027, MasterBrand's merger gains cannot prevent a value-destructive collapse.
What makes MasterBrand unique
- May 28, 2026 merger created North America's broadest cabinet portfolio across stock, semi-custom, premium.
- MasterBrand's U.S.-heavy manufacturing footprint shields builders from tariff shocks better than importers.
- Over 7,700 dealers and builders give MasterBrand unmatched distribution reach across channels.
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Benefits
- Remote Work Options