Specialist, Builder Services

American Woodmark•Kennesaw, GA

About The Position

The Specialist, Builder Services provides customer service support at a builder center location. The role processes builder orders; schedules installation, service, and warranty work; and helps provide timely, efficient, and economical installation services in accordance with the company’s Mission Statement, CITE principles, and Builder Center Standardization processes. The Specialist is the primary contact for builders, customers, subcontract installers, vendors, third-party carriers, and Timberlake regarding Builder Service communications and support. The position also works with service and warranty tickets, resolves operational and quality issues, maintains working knowledge of company systems and procedures, and supports colleagues, training, process implementation, and continuous improvement. The position requires a high school diploma or GED, basic computer skills, familiarity with Microsoft Office, and less than one year of customer service and order-processing experience. The role may involve occasional lifting or carrying of up to 20 pounds and various physical and environmental conditions, generally occurring rarely or occasionally.

Requirements

High school diploma or GED.
Less than one year of experience in customer service and order processing.
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 demonstrate the cognitive, language, reasoning, and mathematical abilities consistent with the role.
Ability to perform the essential functions of the position, with or without reasonable accommodations.

Responsibilities

Serve as the primary contact for builders, customers, subcontract installers, vendors, third-party carriers, and Timberlake for Builder Service-related communication and support.
Communicate with customers by phone and email in accordance with service level agreements, providing timely, professional, and accurate responses.
Receive, review, understand, and distribute customer information related to 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 according to established SOPs.
Generate detailed work orders for cabinet service technicians, determine whether service requests are billable, and process requests according to SOPs.
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, operating systems, processes, and procedures; serve as a Certified Peer Trainer as needed.
Assist with new process implementation, serve as a subject matter expert, and support continuous improvement efforts across the department, location, and company.
Support leadership and departmental needs through strategic projects, team performance monitoring, switchboard coverage, and other assigned duties.
Perform other assigned duties and comply with company core values, policies, and standards.