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...