Builder Service Specialist

American Woodmark•Winchester, VA

About The Position

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. We are on a journey to encourage an inclusive Woodmark and are taking meaningful actions to promote diverse representation across every part of the business. Together, every team member contributes to making American Woodmark a place where people can express who they are through what they do. 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.

Requirements

Minimum of 1+ years of experience in a customer service environment.
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
High school diploma or GED, some college courses beyond high school preferred
Ability to read, analyze, and interpret common business documents including financial reports, and legal documents. Ability to listen and communicate effectively with customers/clients in an effort to respond to common inquiries or complaints from customers/clients, regulatory agencies, or members of the business community and public.
Ability to apply advanced mathematical concepts like exponents, algebra, quadratic equations and basic logic functions such as if-then-else statements. Ability to apply mathematical operations to such tasks as statistical and financial math calculations, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of instructions in written, mathematical or diagram form and develop a plan of action to follow those instructions.
While performing the duties of this position, the employee is regularly required to remain seated for extended periods while working at a desk or computer. The employee frequently uses hands and fingers to operate a computer keyboard, mouse, telephone, and other standard office equipment, and must have the dexterity to handle documents, files, and small office items. Reaching with hands and arms is often required to retrieve or file materials. The employee is occasionally required to stand, walk, bend, or stoop to access file cabinets, office supplies, or equipment. Light lifting, typically up to 20 pounds, may be necessary for handling office materials or supplies.

Responsibilities

Serve as the primary point of contact for Builders
Serve as principal agent for Business-2-Business communication between Third Party Carriers and Timberlake
Interact with customers via telephone and email in accordance with the customer’s service level agreement
Receive, understand, and distribute customer information related to starts, schedules, selections, purchase orders, and warranty requests from the Builders electronic and/or internet-based systems
Schedule and assign Primary installation tasks, process walksheets, and order replacement parts according to SOPs
Facilitate the research to accurately determine the root cause of operational related quality issues
Generate and provide detailed workorders for cabinet service technician
Determine whether workorder requests are billable and process according to SOPs
Develop and maintain a proficient working knowledge of American Woodmark systems
Develop an extensive knowledge product base
Answer, screen, and direct phone calls from the main switchboard to the appropriate team member;
Support efforts by all members of American Woodmark to continuously improve departmental, location, and company performance; and
Perform other related duties as assigned.