{"id":1208212,"url":"https://alion.io/job/masterbrand-inc-customer-service-representative-2","title":"Customer Service Representative","company":{"id":1356027,"name":"MasterBrand","domain":"imprezzacabinets.ca","url":"https://alion.io/company/imprezzacabinets","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":78,"open_postings":25,"ghost_share":0,"stale_share":0.88,"repost_share":0,"time_to_fill_p50_days":36,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manassas Park, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Outlook","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-09-15T00:00:00Z","employer_posted_date":"2026-09-15","last_verified_at":"2026-10-18T05:42:20Z","board_verified":true,"closed_at":null,"days_open":33,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":33},"description":"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.\nJob Description:\nThe Customer Service Representative (Builder Channel) owns the end-to-end customer service lifecycle for service and warranty orders, serving as the primary point of contact to diagnose issues, prescribe corrective actions, and drive timely resolutions. This role ensures seamless alignment between customers and homeowners, MasterBrand field teams, Installers, and Service Technicians, orchestrating schedules, parts staging, and follow-up to deliver exceptional outcomes. Success is measured by outstanding customer satisfaction, rapid response times to builders, high data accuracy in the ordering platform and Salesforce, on-time appointment completion, and a sustained reduction in repeat service visits.\nResponsibilities:\nCustomer Communication & Service Coordination\nRespond to customer inquiries received by phone, email, or web and document all communications in Salesforce.\n\nProvide updates regarding service requests, scheduling, and issue resolution.\nServe as a primary point of contact between customers, builders, field service representatives, sales teams, and subcontractors.\nWork Order & Schedule Management\nCreate, maintain, and close service work orders and warranty appointments in Salesforce.\nSchedule service appointments, coordinate technician assignments, and adjust schedules as project timelines change.\nTrack construction schedules and align service visits to minimize delays and missed appointments.\nIssue Resolution & Quality Assurance\nInvestigate customer concerns, identify root causes, and coordinate corrective actions with internal teams and field personnel.\nVerify service completion, parts usage, and customer sign-off before closing work orders.\nTrack warranty claims, incomplete services, and recurring issues, escalating when necessary.\nParts & Logistics Coordination\nCoordinate parts availability to support scheduled service appointments.\nMonitor shortages, damages, backorders, and other issues that may impact service delivery.\nReporting & Continuous Improvement\nEnter customer orders and quotes into company systems.\nMaintain knowledge of MasterBrand products, processes, and systems.\nIdentify recurring issues and opportunities for process improvement.\nContribute to SOPs, training efforts, and team best practices.\nQualifications\nHigh school diploma or GED equivalent minimally required; Associate’s degree is preferred.\n1+ years in customer service, field service coordination, or warranty operations; experience in construction or builder-facing environments preferred.\nProficient with Microsoft Word, Outlook, and Excel required; experience with Salesforce and AS400 preferred.\nAbility to participate in monthly field visits (local travel) and customer coordination while building relationships through delivering on time and complete.\nExcellent written and verbal communication; able to present information clearly to customers and internal partners.\nProven ability to multi-task, meet deadlines, and manage competing priorities in a fast-paced environment. Ability to diagnose practical problems, adapt standardized procedures to variable field conditions, and propose workable solutions.\nEqual Employment Opportunity\nMasterBrand 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.\nReasonable Accommodations\nMasterBrand 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 .","description_format":"text","description_chars":4648,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Wood Products & Furniture","Kitchens, Bathrooms & Home Improvement"],"lifecycle":[{"event":"open","at":"2026-09-25T01:31:25Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"Filed H-1B visas in the last two years","filings_12m":0,"filings_prev_12m":1,"green_card_filings_12m":0,"median_offered_wage_usd":null,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":30,"band":"fade","label":"Fading","p_open":1,"p_active":0.397,"p_room":0.75,"age_days":32,"expected_fill_days":36,"reasons":["conf:3","stale_co","win:late","comp:brand"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/masterbrand-inc-customer-service-representative-2","json_url":"https://alion.io/job/masterbrand-inc-customer-service-representative-2.json","meta":{"generated_at":"2026-10-18T10:46:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15994,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1356027},"rest":"https://alion.io/mcp/rest/get_company?id=1356027"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmasterbrand-inc-customer-service-representative-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmasterbrand-inc-customer-service-representative-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmasterbrand-inc-customer-service-representative-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/masterbrand-inc-customer-service-representative-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmasterbrand-inc-customer-service-representative-2"}]}