Customer Service Specialist, Builder Services

Job Description

With over 10,000 employees and more than a dozen brands, 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 designer 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 builder service support at the builder center location by performing order entry and assisting in scheduling field service.

This position will also provide customer support and communicate detailed product information to all customers / clients.

IDEAL CANDIDATE PROFILE :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required.

Experience

3+ years of experience in a customer service environment;

Skills

• Advanced keyboarding skills required, knowledge of windows based applications preferred;
• Ability to build effective business relationships and work effectively with all levels of employees within AWC and its customer’s organization and the public;
• Excellent reasoning ability and decision making skills;
• Excellent communication and organization skills; and
• The ability to actively participate as a team player.

Education

High school diploma or GED, some college courses beyond high school preferred;

ESSENTIAL FUNCTIONS :

• Scheduling cabinet and countertop installation work in new homes;
• Scheduling warranty service work in homeowner occupied houses;
• Function as a team player with sales and operations to insure effective field execution and customer satisfaction by efficiently performing order processing and scheduling of field service;
• Scheduling field service work includes delivery of product and tops where appropriate;
• Follow up on incomplete work by determining missing parts and keying supplemental orders;
• Facilitate the obtaining of sign-off’s to expedite the accounts receivable collection process;
• Research service calls and problems related to payment discrepancies; and
• Assist in all administrative and clerical duties in support of office administration.
• Supervisory Responsibilities :
• Typically, this position does not have any supervisory responsibilities.

SCOPE & EXPECTATIONS :

• Language Skills :
• Ability to read, and interpret common business documents including reports, charts, graphs and diagrams.
• Ability to listen and communicate effectively with customers / clients in an effort to respond to common inquires or complaints from customers / clients, members of the business community and public.
• Mathematical Skills :
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to interpret graphs and diagrams.
• Reasoning Ability :
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Physical Demands :
• While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel and reach with hands and arms.

The employee is occasionally required to stand and walk.

• Working Conditions :
• Typical office environment. The noise level is usually moderate. Work shifts may vary from standard business hours.
• Reports to : Customer Service Manager
• Recruitment process may consist of any combination of phone, video and in person interviews.
• Offers may be contingent upon successful completion of Background Check, Drug Screen, Physical Examination and / or potential Motor Vehicle Check.

BENEFITS PACKAGE INCLUDES :

• Competitive Compensation
• Health Care Benefits
• Paid Holidays
• Paid Vacation Days
• Paid Sick Days
• 401(k) Match
• Tuition Assistance
• Relocation Assistance when available

AN EQUAL OPPORTUNITY EMPLOYER

The American Woodmark Corporation does not discriminate on the basis of race, color, national origin, age, religion, veteran status, martial status, sexual orientation, or gender;

and it will comply with all applicable federal, state, and local discrimination laws. No person shall be denied employment solely because of any disability which is unrelated to the ability to engage in the essential functions involved in the position for which application has been made either with or without reasonable accommodations.