Specialist, Builder Services

American Woodmark•Kennesaw, GA

3d•Onsite

About The Position

The Specialist, Builder Services provides customer service support at a builder center location. The role processes builder orders; schedules installations, service work tickets, and warranty work tickets; and supports timely, efficient, and economical installation services consistent with the company’s Mission Statement, CITE principles, and Builder Center Standardization processes. The Specialist serves as a primary contact for builders, customers, subcontract installers, vendors, third-party carriers, and Timberlake regarding builder services. The role coordinates customer and operational information, schedules and assigns work, prepares detailed technician work orders, and researches operational, quality, service, and warranty issues. It also supports ticket monitoring, account coverage, peer training, new-process implementation, continuous improvement, and departmental and leadership needs. The position requires less than one year of customer service and order-processing experience, basic computer skills, familiarity with Microsoft Office, and a high school diploma or GED. The work involves frequent seated work, constant communication, reading, and vision, with occasional movement and handling, and rare lifting or carrying of up to 20 pounds. The recruitment process may include phone, video, and in-person interviews. Offers may be contingent on successful completion of background checks, drug screening, physical examination, and/or a motor vehicle check.

Requirements

Less than one year of experience in customer service and order processing.
High school diploma or GED.
Familiarity with Microsoft Office, including 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.
Ability to actively participate as a team player.

Responsibilities

Serve as the primary point of contact for builders, customers, subcontract installers, vendors, third-party carriers, and Timberlake for builder service communication and support.
Communicate with customers by phone and email according to service level agreements, providing timely, professional, and accurate responses.
Receive, review, understand, and distribute customer information concerning starts, schedules, selections, purchase orders, warranty requests, product specifications, availability, lead times, and delivery requirements.
Schedule and assign installation tasks, process worksheets, work orders, and replacement-part orders in accordance with standard operating procedures.
Generate detailed work orders for cabinet service technicians, determine whether service requests are billable, and process requests according to standard operating procedures.
Research and resolve operational, quality, service, and warranty issues by identifying root causes and documenting follow-up actions.
Monitor aging service and warranty tickets, non-QMS incidents, OBS logistics tickets, QMAPS data, and quality log activity in Maestro to ensure timely resolution.
Develop and maintain working knowledge of American Woodmark systems, products, processes, and operating procedures.
Provide account coverage when other Builder Service Specialists are absent and support team workload productivity.
Train and support new Builder Service Specialists on products, systems, processes, and procedures; serve as a Certified Peer Trainer as needed.
Assist with implementing new processes, serve as a subject matter expert, and support continuous improvement across the department, location, and company.
Support leadership and departmental needs, including strategic projects, team performance monitoring, switchboard coverage, and other assigned duties.
Demonstrate cognitive, language, reasoning, and mathematical abilities consistent with the role.
Perform other duties as assigned.
Comply with company core values, policies, and standards.