American Woodmark is one of the nation's largest cabinet manufacturers. By partnering with major home centers, builders, and dealers, we spark the imagination of homeowners and designers and bring their vision to life. Across our service and distribution centers, our corporate office and manufacturing facilities, you'll always find the same commitment to customer satisfaction, integrity, teamwork, and excellence.
Position Purpose
To provide customer service support at the builder center location by processing builder orders, scheduling installations and service work tickets, warranty work tickets and to provide quality installation services to our customers in a timely, efficient and economical manner, consistent with our Mission Statement, CITE principles and Builder Center Standardization processes.
Essential Functions
- Serves as the primary point of contact for Builders, customers, subcontract installers, vendors, third-party carriers, and Timberlake for Builder Service-related communication and support.
- Communicates with customers by phone and email in accordance with established service level agreements, ensuring timely, professional, and accurate responses.
- Receives, reviews, understands, and distributes customer information related to starts, schedules, selections, purchase orders, warranty requests, product specifications, availability, lead times, and delivery requirements.
- Schedules and assigns installation tasks, process worksheets, work orders, and replacement part orders in accordance with established SOPs.
- Generates detailed work orders for cabinet service technicians and determines whether service requests are billable, processing them according to SOPs.
- Researches and resolves operational, quality, service, and warranty-related issues by identifying root causes and documenting appropriate follow-up actions.
- Monitors aging service and warranty tickets, non-QMS incidents, OBS logistics tickets, QMAPS data, and quality log activity in Maestro to ensure timely resolution.
- Develops and maintains a proficient working knowledge of American Woodmark systems, products, processes, and operating procedures.
- Provides account coverage in the absence of other Builder Service Specialists and supports the team to maintain adequate workload productivity.
- Trains and supports new Builder Service Specialists on AWC products, operating systems, processes, and procedures; serves as a Certified Peer Trainer as needed.
- Assists with the implementation of new processes, serves as a subject matter expert, and supports continuous improvement efforts across the department, location, and company.
- Supports leadership and departmental needs by assisting with strategic projects, team performance monitoring, switchboard coverage, and other duties as assigned.
- Demonstrates the cognitive, language, reasoning, and mathematical abilities consistent with the expectations of this role.
- Performs other duties as assigned.
- Complies with all core values, policies, and standards.
- Recruitment process may consist of any combination of phone, video and in person interviews.
- Offers may be contingent upon successful completion of Background Check, Drug Screen, Physical Examination and/or potential Motor Vehicle Check.
Ideal Candidate Profile
Work Experience
- <1 year Experience in a customer service and order processing - Required
Knowledge, Skills and Abilities
- Familiar with Microsoft Office – Outlook, Word and Excel
- Fundamental/Basic computer skills
- Excellent oral and written communication skills
- Proactive problem-solving skills
- Technical aptitude and ability to understand the construction business
- Ability to handle multiple tasks and meet deadlines
- Ability to build effective business relationships
- The ability to actively participate as a team player
Education
- High School Diploma or GED some college courses beyond high school - Preferred
Salary Range $43,680 – $56,160
Benefits Package Includes
- Competitive Compensation
- Health Care Benefits
- Paid Holidays
- Paid Vacation Days
- Paid Sick Days
- 401(k) Retirement Savings Plan & Profit Sharing
- Tuition Assistance
- Pet Insurance
- Additional Voluntary benefits Available
Physical Demands/Working Conditions
Physical Demands
- Stationary Position - Occasiona