Lead Customer Service Specialist, Builder Services - American Woodmark

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 customer service support at the builder center location by processing builder orders, scheduling installations and service work tickets, warranty work tickets and to provide quality installation services to our customers in a timely, efficient and economical manner, consistent with our Mission Statement, CITE principles and Builder Center Standardization processes.





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.





Education, Experience and Skills
* High school diploma or GED, some college courses beyond high school preferred;
* 1 to 3 years of experience in a customer service environment;
* 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.





ESSENTIAL FUNCTIONS:
* Following Builder Channel Standardization properly create and manage Maestro tasks and tickets for customer and AWC requirements.
* Manage all communication from customer, subcontract installers, employees, and vendors.
* Receive, understand and distribute Customer information related to schedules, warranty, and purchase orders from Builder's electronic internet based systems.
* Provide information to customers related to product delivery, availability, specifications, and lead times; help customers with problems, questions and complaints.
* Key original cabinet orders. Key and follow up on all NPT and RR orders.
* Schedule and assign installations, verify ship and installation dates per builders release and schedule.
* Research and schedule service and warranty requests. Order parts for service. Coordinate deliveries for installations and for service items
* Confirm cabinet and top colors when house is released.
* Analyze, verify, and purchase tops or custom items
* Achieve proper markup on tops and installation cost.
* Obtain purchase orders and EPO's as needed per region policy.
* Issue credits for pricing and keying errors.
* Issue UFF using proper policy and procedure when needed.
* Price additional work per region policy.
* Support efforts by all members of the American Woodmark Team to continuously improve departmental, location, and company performance.





SUPERVISORY RESPONSIBILITIES
This job does not have 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