Supervisor, Builder Account Services

The Supervisor, Builder Account Services reports directly to Director, Builder Customer Service. The Supervisor of Builder Account Services will oversee and manage the Builder Channel Account Support team. This team is tasked with providing customer service and handling order entry for jobsite direct and Service Agent supported business. The Supervisor will supervise, and coordinate activities related to order processing. This role is responsible for optimizing output and productivity through effective workload management.Responsibilities:Supervise customer service associates and develops their skills based on individual goals and knowledge levels. Ensures team executes customer specific procedures and maintains specifications.Conduct daily analysis of report data in relation to business requirements and makes prompt decisions to adhere to customer deadlines.Identify the root cause of field issues and implements corrective actions to prevent recurring customer claims.Develop action plans for improving existing processes.Manage workload by monitoring orders, emails, and phone calls daily.Build and maintain relationships with sales team, manufacturing, logistics, customer master, Service Agents and customers.Gather and analyze information on new accounts, then share with direct reports.Ensure prompt and precise payments to Service Agents for the services rendered, including Installation, Countertop, and other third-party items.Understand the impact of decisions by focusing on the entire process from bid to payment collection.Lead projects related to product launches, including the management of builder backlog due to change in product.Lead system enhancement projects including writing technical specs to direct programmers and testing for Go LiveAddress issues related to warehousing, delivery, product, and plant/manufacturing operations.Oversee management of 3rd party services. Focus on reducing troubleshooting through continuous improvement.Recognize and identify system faults and enhancement needs, working with IT department to resolve and improve.Develop 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. Demonstrate teamwork by responsively collaborating with management and staff, sharing information and ideas, proactively seeking, and accepting constructive feedback, and accepting additional assignments when appropriate.  Identify self-development needs and seeks opportunities to work on areas that will further develop skills. Make the team better Celebrate success; give feedback to improveGet actively involved and share your perspectiveBe boldMake big commitments to deliver big resultsFail fastChampion improvementTrust the tools to drive resultsDon’t wait for someone else to find a better way