Sr Support, Builder Account Services

Job Description
The Senior Support, Builder Account Services reports to the Supervisor, Builder Account Services The Senior Support, Builder Account Services is an individual contributor role on the Builder Accounts Services team. This position is responsible for the accountabilities of a Builder Channel Account Support Representative In addition, this role is responsible for documenting account procedures, managing multiple builder accounts, and assisting with escalated issues. This role is expected to provide team continuity and assist in project management.
Responsibilities:
Answers calls from multiple customers according to department standards and provides appropriate and prompt feedback both internally and externally.
Monitors status of building progress and change orders.
Completes appropriate paperwork associated with entering and processing customer orders.
Oversees the process of generating invoices for all completed orders.
Manages warranty calls related to homeowners and builders.
Provides order entry support for multiple brands.
Addresses logistic or carrier issues as they arise and develop resolutions.
Facilitates verbal, electronic, and/or hard copy communications with internal and external customers regarding the phase of construction, order cabinet dates, selection information, purchase orders, etc.
Collects purchase order information and prepares accurate contract pricing on orders.
Leads investigation and question no charge replacement orders to resolve customer issues.
Processes and authorizes product returns, credits, bills, and payments to 3rd party service agents.
Defines problems, collects data, establish facts, draw appropriate conclusions, and provide solutions. Seeks clarification to determine root cause of issues.
Builds relationships and positively interacts and communicates with internal and external customers.
Presents information and responds to inquiries from customers, other departments, and team members.
Investigates and answers installation questions from installers, customers, and Service Agents.
Utilizes reporting tools to troubleshoot potential issues and manages daily workload.
Provides back up support to other team members (may include cross-functional roles).
Develops in-depth knowledge of all MasterBrand strategic business units.Leverages ideas from other reviews and co-workers to provide value-added recommendations and best practices to others.
Consistently demonstrates the MasterBrand Way, positioning the company for growth and helping identify opportunities to reduce waste, complexity, and improve our work environment.
Demonstrates teamwork by responsively collaborating with management and staff, sharing information and ideas, proactively seeking, and accepting constructive feedback, and accepting additional assignments when appropriate.
Identifies self-development needs and seeks opportunities to work on areas that will further develop skills.
Participates in company efforts related to ethics and compliance activities.
Performs other duties as assigned.