Customer Solutions Specialist

MasterBrand Cabinets LLC • Kinston, NC

2d • Hybrid

About The Position

The Customer Solutions Specialist reports to the Manager, Dealer Customer Service, supporting the Ultracraft brand. This position is a crucial individual contributor responsible for delivering an outstanding experience to both internal and external customers. The primary responsibilities of this role include acting as a liaison between the plant and the remote customer service team, addressing advanced product inquiries.
This position follows a hybrid work schedule, with onsite work at the Kinston, NC facility Monday through Thursday and remote work on Fridays.

Requirements

• High school diploma or GED equivalent minimally required; an undergraduate degree is preferred
• Proficient with Microsoft Office (Word, Outlook, PowerPoint, and Excel) and comfortable working with multiple databases
• Manufacturing industry experience preferred
• Strong written and verbal communication skills
• Data-driven problem solver with strong numerical and measurement skills
• Highly organized, detail-oriented, and able to manage multiple priorities while meeting deadlines
• Adaptable to change; maintains professionalism, confidentiality, and composure
• Demonstrates enthusiasm, urgency, and a customer-focused mindset
• Ability to influence and lead others
• Willing to travel domestically up to 5% annually

Responsibilities

• Collaborates with the Quality Manager to address quality issues and conduct quality checks on re-orders. When required, inspects multiple replacement orders, documents findings with photographs, and communicates updates to the customer.
• Collaborates with the engineering group to assist dealer with complex product questions.
• Acts as a liaison between the plant and the remote customer service team.
• 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.
• Aids the Product Engineering team for complex system upgrades and logics.
• Analyzes complex inquiries from the sales team and provides root cause solutions, while engaging with all MasterBrand departments to resolve issues effectively.
• Trains and mentors internal and cross-functional team members on product and systems specific to applicable brand(s).
• Develops in-depth knowledge of all MasterBrand strategic business units.
• Consistently demonstrates the MasterBrand Way, positioning the company for growth and helping identify opportunities to reduce waste, complexity, and improve our work environment.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees