Specialist, Customer Solutions I

Company Description

For nearly 70 years, MasterBrand has been shaping the places where people come together, enriching lives and creating meaningful memories for our customers. That, combined with our stylish products, expansive dealer and retail network, and dedicated associates, has helped make us the number one North American residential cabinet business. Our unique culture of continuous improvement is based on trusting the tools, empowering the team and moving forward, and is kept alive by our more than 14,000 associates across 20 plus manufacturing facility and offices. Visit www.masterbrand.com to learn more and join us in building great experiences together!

Job Description

The Specialist, Customer Solutions I report to the Supervisor, Dealer Customer Service (Starmark). The Specialist, Customer Solutions I, is a key individual contributor dedicated to delivering an exceptional experience for both internal and external stakeholders. This role encompasses responsibilities such as managing a function-specific brand or sales-channel based Customer Service group. 

YOUR ROLE:

• Creates, modifies, or edits product drawings to support the custom request program.

• Provides custom product quotations and reviews custom product (approves/rejects) and provides alternative design suggestions for rejections.

• Creates, modifies, or edits bill of materials to support the custom request program.

• Supports Product Engineering department with the implementation of product standardization and best practice opportunities.

• Collaborates with the quality manager to troubleshoot quality issues and perform quality checks on re-orders.

• 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.

• Provides assistance to the Product Engineering team for complex system upgrades and logics.

• Analyzes and offers root cause solutions to complex questions from the sales team.

• Trains and mentors internal and cross-functional team members on product and systems specific to applicable brand(s).

• Interacts appropriately with all MasterBrand departments to resolve issues.

• 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 other duties as assigned.

CHARACTERISTICS AND ATTRIBUTES:

Make the team better 

• Celebrate success; give feedback to improve

• Get actively involved and share your perspective

Be bold

• Make big commitments to deliver big results

• Fail fast

Champion improvement

• Trust the tools to drive results

• Don’t wait for someone else to find a better way

Qualifications

• Ability to analyze data and understand how data relates to business.

• Enthusiasm, a positive attitude, and a sense of urgency in providing exceptional customer service.

• Ability to calculate custom pricing and understand pricing logic.

• Highly organized with a strong attention to detail.

• Ability to establish and maintain effective working relationships within the department and company while fostering teamwork.

• Ability to be self-starting and self-directing with limited supervision.

• Strong initiative and drive to resolve problems.

• Skilled at anticipating and balancing the needs of multiple stakeholders.

• Proficiency in both