Customer Solutions Specialist

The Customer Solutions Specialist reports to the Manager, Dealer Customer Service, supporting the Ultracraft brand. This position is a crucial individual contributor responsible for delivering an outstanding experience to both internal and external customers. The primary responsibilities of this role include acting as a liaison between the plant and the remote customer service team, addressing advanced product inquiries.

This position follows a hybrid work schedule, with onsite work at the Kinston, NC facility Monday through Thursday and remote work on Fridays., * Collaborates with the Quality Manager to address quality issues and conduct quality checks on re-orders. When required, inspects multiple replacement orders, documents findings with photographs, and communicates updates to the customer.

• Collaborates with the engineering group to assist dealer with complex product questions.
• Acts as a liaison between the plant and the remote customer service team.
• Investigates pricing and billing related questions.
• Shares all launch information with the team and represents Customer Service at meetings throughout the year, ensuring successful launches for both internal teams and external dealers.
• Assesses and responds to consumer emails and escalated homeowner calls.
• Manages escalated concerns related to manufacturing constraints, keeping the customer service team updated with relevant information and customer communication points.
• Aids the Product Engineering team for complex system upgrades and logics.
• Analyzes complex inquiries from the sales team and provides root cause solutions, while engaging with all MasterBrand departments to resolve issues effectively.
• Trains and mentors internal and cross-functional team members on product and systems specific to applicable brand(s).
• Develops in-depth knowledge of all MasterBrand strategic business units.
• Consistently demonstrates the MasterBrand Way, positioning the company for growth and helping identify opportunities to reduce waste, complexity, and improve our work environment.
• Performs other duties as assigned.

• High school diploma or GED equivalent minimally required; an undergraduate degree is preferred
• Proficient with Microsoft Office (Word, Outlook, PowerPoint, and Excel) and comfortable working with multiple databases
• Manufacturing industry experience preferred
• Strong written and verbal communication skills
• Data-driven problem solver with strong numerical and measurement skills
• Highly organized, detail-oriented, and able to manage multiple priorities while meeting deadlines
• Adaptable to change; maintains professionalism, confidentiality, and composure
• Demonstrates enthusiasm, urgency, and a customer-focused mindset
• Ability to influence and lead others
• Willing to travel domestically up to 5% annually

For nearly 70 years, MasterBrand has been shaping the places where people come together, enriching lives and creating meaningful memories for our customers. That, combined with our stylish products, expansive dealer and retail network, and dedicated associates, has helped make us the number one North American residential cabinet business. Our unique culture of continuous improvement is based on trusting the tools, empowering the team and moving forward, and is kept alive by our more than 14,000 associates across 20 plus manufacturing facility and offices. Visit www.masterbrand.com to learn more and join us in building great experiences together!