Supervisor, Builder Account Services

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 Supervisor, Builder Account Services reports directly to Director, Builder Customer Service. The Supervisor of Builder Account Services will oversee and manage the Builder Channel Account Support team. This team is tasked with providing customer service and handling order entry for jobsite direct and Service Agent supported business. The Supervisor will supervise, and coordinate activities related to order processing. This role is responsible for optimizing output and productivity through effective workload management.

Responsibilities:

• Supervise customer service associates and develops their skills based on individual goals and knowledge levels. Ensures team executes customer specific procedures and maintains specifications.
• Conduct daily analysis of report data in relation to business requirements and makes prompt decisions to adhere to customer deadlines.
• Identify the root cause of field issues and implements corrective actions to prevent recurring customer claims.
• Develop action plans for improving existing processes.
• Manage workload by monitoring orders, emails, and phone calls daily.
• Build and maintain relationships with sales team, manufacturing, logistics, customer master, Service Agents and customers.
• Gather and analyze information on new accounts, then share with direct reports.
• Ensure prompt and precise payments to Service Agents for the services rendered, including Installation, Countertop, and other third-party items.
• Understand the impact of decisions by focusing on the entire process from bid to payment collection.
• Lead projects related to product launches, including the management of builder backlog due to change in product.
• Lead system enhancement projects including writing technical specs to direct programmers and testing for Go Live
• Address issues related to warehousing, delivery, product, and plant/manufacturing operations.
• Oversee management of 3rd party services. Focus on reducing troubleshooting through continuous improvement.
• Recognize and identify system faults and enhancement needs, working with IT department to resolve and improve.
• Develop 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. 
• Demonstrate teamwork by responsively collaborating with management and staff, sharing information and ideas, proactively seeking, and accepting constructive feedback, and accepting additional assignments when appropriate.  
• Identify self-development needs and seeks opportunities to work on areas that will further develop skills. 

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

• A 2-year or 4-year degree in Business Management, Design or a related field is highly preferred.
• Minimum 1 year of supervisory experience, preferably in a customer service environment.
• Ability to lead and influence others in a team environment.
• Ability to coach and mentor direct reports.
• Strong service orientation – dedicated to satisfying the customer.
• Analytical and Strategic planning skills, Problem solving skills.
• Strong judgement and decision-making skills.
• Ability to manage multiple projects and drive execution of strategic plans.
• Flexible, ability to adapt to business needs.
• Motivated to succeed, results driven.
• Effective communication (written and verbal); clearly, concisely and with context communicate objectives and expectations with customers, team members, and management.  
• Strong skills in Visio and Microsoft Office, including Word, Outlook, PowerPoint and Excel. 
• Ability to travel 10% annually (domestically).

Additional Information

Equal Employment Opportunity

MasterBrand Cabinets LLC is an equal opportunity employer. MasterBrand Cabinets LLC’s policy is not to discriminate against any applicant or employee based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, military status, sexual orientation, genetic history or information, or any other basis protected by federal, state or local laws. MasterBrand Cabinets LLC also prohibits harassment of applicants or employees based on any of these protected categories. It is also MasterBrand Cabinets LLC’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.

Reasonable Accommodations

MasterBrand Cabinets LLC is committed to working with and providing reasonable accommodations to individuals with disabilities. If you have a disability and wish to discuss potential accommodations related to applying for employment, please contact us at [email protected].