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Commercial Operations Specialist

Company Description

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!

Job Description

The Commercial Operations Specialist resides in the channel and will play a pivotal role in driving business growth by supporting key business initiatives focused on optimizing commercial strategies and enhancing commercial efficiency and effectiveness.

YOUR ROLE:

This role will work collaboratively with Sales, Marketing, and Service teams as well as Digital and Technology and other departments aligning strategies, tools and process to achieve sustainable business growth.

In addition, this role focuses on analyzing processes, identifying opportunities for improvement, creating new processes, and implementing solutions to enhance overall commercial performance and contribute to providing customers and their end consumers with a world class experience across multiple touchpoints.

The Commercial Operations Specialist role is currently focused on foundational tasks following the recent launch of Salesforce.com, but as system enhancements are implemented and we progress from the crawl phase to walk and run, the role is expected to evolve into a more strategic and dynamic position.

Responsibilities:

  • Cross-functional interaction with members of Digital Technology, Sales, Marketing, Customer Service, Manufacturing, and Logistics.
  • Identify commercial and operational improvements by collecting information, generating insights and recommendations. 
  • Identify needs of customers and commercial partners. 
  • Document requirements and submit business cases to modify commercial tools and processes.
  • Drive projects forward through implementation and sustainment.
  • Assist in the development of training elements required for the deployment of new tools or modification of existing tools.
  • Drive problem solving and continuous improvement efforts forward to elevate the experience and reduce waste
  • Ensure that tools are built to meets business goals and are deployed and supported through continuous improvement

Change the Business: Strategic and Lean Initiatives

  • Drive continuous improvement efforts to improve overall customer experience
  • Leverage and improve technology to drive efficiencies and improve the experience for dealer customers and commercial partners.
  • Problem-solve to identify and remedy gaps in the customer experience

Develop the Experience: Structure, Culture, and Coaching

  • Be an icon and encourage problem-solving that supports a customer first culture
  • Develop strong partnerships with business stakeholders, especially with sales, marketing, service and manufacturing sites
  • Ensure cross-functional alignment to deliver a world class experience throughout the entire purchase journey

Characteristics & Attributes

  • Aptitude for technology to help our brands deliver, manage, measure, and improve customer experience
  • Data-driven mindset and strong analytical skills to interpret and leverage data insights to enhance the experience
  • Strong problem-solving skills to ensure customer experience gaps are resolved efficiently
  • Team player with the ability to develop strong relationships with our customers, sales, associates, and leadership
  • Excellent communication skills with the ability to clearly articulate information to all levels in the organization
  • Skilled in project management and driving initiatives to completion

Organizational Relationship

  • Reports directly to Director, Commercial Operations

 

    Qualifications

    • Bachelor’s degree in business, information technology, business analytics, or another relevant field
    • Minimum of 3 years relevant experience
    • Proven success in transforming business processes and elevating the customer experience
    • Ability to travel as required, estimated at 25-30%%
    • Proficiency in Word, Excel, and PowerPoint with the ability to data mine and build presentations
    • Experience with Salesforce and/or similar CRM technologies

    Preferred Qualifications

    • Intimacy with 80/20, lean and continuous improvement processes
    • Prior experience in the building products industry.
    • History in manufacturing environments and/or B2B interactions

    Additional Information

    Equal Employment Opportunity

    MasterBrand Cabinets LLC is an equal opportunity employer. MasterBrand Cabinets LLC’s policy is not to discriminate against any applicant or employee based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, military status, sexual orientation, genetic history or information, or any other basis protected by federal, state or local laws. MasterBrand Cabinets LLC also prohibits harassment of applicants or employees based on any of these protected categories. It is also MasterBrand Cabinets LLC’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.

    Reasonable Accommodations

    MasterBrand Cabinets LLC is committed to working with and providing reasonable accommodations to individuals with disabilities. If you have a disability and wish to discuss potential accommodations related to applying for employment, please contact us at [email protected].

    Average salary estimate

    $70000 / YEARLY (est.)
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    $60000K
    $80000K

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    What You Should Know About Commercial Operations Specialist, MasterBrand Cabinets LLC

    Join MasterBrand as a Commercial Operations Specialist and help us continue to enhance the experiences we create for our customers! With nearly 70 years of tradition in shaping spaces where people come together, we pride ourselves on our stylish products and a culture dedicated to improvement. In this pivotal role, you will work closely with various departments—Sales, Marketing, Service, and more—to optimize our commercial strategies and processes. Your focus will be on analyzing operations, identifying opportunities for enhancement, and implementing solutions that elevate our performance and customer satisfaction. As we transition to a more dynamic structure following our recent Salesforce.com launch, this role promises growth and a chance to engage in meaningful, foundational tasks that support our ongoing success. Your efforts will be crucial in driving continuous improvement initiatives, enhancing customer experiences, and creating a seamless journey for our clients and their customers. As part of a dedicated team, you will develop strong partnerships across functions and ensure that all tools align with our business goals. If you thrive on collaboration, possess strong analytical skills, and have a flair for technology, we would love for you to play an integral part in our mission of creating great experiences together!

    Frequently Asked Questions (FAQs) for Commercial Operations Specialist Role at MasterBrand Cabinets LLC
    What responsibilities does a Commercial Operations Specialist have at MasterBrand?

    As a Commercial Operations Specialist at MasterBrand, you'll dive into cross-functional interactions, where your main responsibility will be to identify and implement improvements in our commercial and operational processes. You'll collect data, generate insights, and work closely with Sales, Marketing, and other departments to refine our strategies. You'll also play a critical role in documenting requirements, driving projects to their successful completion, and supporting the deployment of new tools to enhance our customer experiences.

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    What qualifications are needed for the Commercial Operations Specialist role at MasterBrand?

    To qualify for the Commercial Operations Specialist position at MasterBrand, candidates should have a Bachelor’s degree in business or a related field, with a minimum of three years of relevant experience. A proven track record in transforming business processes and elevating the customer experience is essential. Familiarity with Salesforce or similar CRM technologies, strong project management skills, and excellent communication abilities are also highly valued.

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    What character traits are important for a successful Commercial Operations Specialist at MasterBrand?

    Successful Commercial Operations Specialists at MasterBrand should have a customer-first mindset and the ability to develop strong relationships with diverse stakeholders. Attributes like a data-driven approach, strong problem-solving skills, and team collaboration are crucial for identifying and addressing customer experience gaps effectively. Being adaptable and having a willingness to innovate and improve continuous processes will also help you excel in this dynamic position.

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    How does the Commercial Operations Specialist contribute to MasterBrand's growth?

    The Commercial Operations Specialist at MasterBrand directly contributes to business growth by enhancing operational efficiency and commercial strategies. By identifying areas for improvement and implementing robust solutions, you'll help ensure our tools and processes not only meet business goals but also elevate the overall customer experience. It’s through your strategic initiatives and cross-departmental collaboration that we can continue to serve our customers better and foster strong, lasting relationships.

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    Can the Commercial Operations Specialist role at MasterBrand provide career growth opportunities?

    Absolutely! The role of Commercial Operations Specialist at MasterBrand is designed to evolve alongside the company's strategic initiatives and system enhancements. Starting with foundational tasks following the adoption of Salesforce.com, you can expect to take on more complex and strategic projects as you grow. You will be at the forefront of continuous improvement efforts, offering a pathway to advance your career within MasterBrand while enhancing your skills in an innovative and supportive environment.

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    Common Interview Questions for Commercial Operations Specialist
    How can you leverage technology to improve customer experience in the role of Commercial Operations Specialist?

    To answer this question effectively, highlight specific tools and technologies you've worked with, like CRM systems or analytical software. Discuss how you've used technology to analyze customer feedback, streamline processes, and drive efficiencies that led to enhanced experiences for customers. Provide examples of measurable improvements you've achieved through technology in past roles.

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    Describe a time when you identified an operational improvement. What steps did you take?

    In your answer, focus on a specific instance where you noticed a gap or inefficiency in operations. Describe your approach to gathering and analyzing data related to the issue, how you collaborated with your team to brainstorm solutions, and the eventual implementation of your recommended changes. Emphasize the outcome and any positive impacts on customer satisfaction or operational efficiency.

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    What strategies would you use to collaborate effectively with cross-functional teams?

    When answering this question, discuss the importance of communication, mutual respect, and understanding each department's unique goals. Explain how you would establish regular check-ins or meetings, use collaboration tools to streamline information sharing, and ensure all stakeholders are aligned on objectives. Share any past experiences that demonstrate your ability to build strong relationships among diverse teams.

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    How do you analyze customer feedback to drive continuous improvement?

    To address this question, showcase your analytical skills by explaining the process you use to gather and interpret customer feedback. Talk about the methods you've employed to analyze data, such as surveys or direct customer interactions, and how you've transformed those insights into actionable improvements. Include any specific examples where your analysis led to measurable changes in operations or customer service.

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    Can you discuss your experience with project management in fast-paced environments?

    Provide insights into projects you've managed, highlighting your organizational skills and adaptability. Describe how you set timelines, delegate tasks, and maintain effective communication among team members. Be sure to mention any challenges you faced and how you overcame them to meet project goals despite the fast-paced environment.

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    What excites you most about the Commercial Operations Specialist role at MasterBrand?

    To produce a captivating response, connect your personal professional goals with MasterBrand's mission. Express enthusiasm about the opportunity to enhance customer experiences and drive business improvements. Show that you've researched MasterBrand’s unique culture and operational values and explain how this aligns with your career ambitions.

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    How would you prioritize tasks when managing multiple projects?

    Overlap your answer with relevant methodologies such as prioritization matrices or agile project management. Explain how you assess urgency and importance, allocate resources accordingly, and ensure effective communication with stakeholders on timelines and expectations. Share a scenario where your prioritization was key to achieving project success.

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    How do you ensure alignment among cross-functional teams in projects?

    Discuss your approach to maintaining alignment by establishing clear communication channels and project objectives from the outset. Talk about the importance of setting shared goals, regular updates, and reviewing progress together to tackle any misalignments proactively. Provide an example of a successful collaborative project that resulted from this approach.

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    Describe your experience with Salesforce or similar CRM technologies.

    Share your familiarity and hands-on experience with Salesforce or CRM systems, detailing specific features and functionalities you’ve utilized. Discuss how you have integrated CRM tools into your work processes to enhance customer interactions, track engagements, and optimize strategies. Provide an example of how your proficiency improved team performance or customer relations.

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    What methods do you use to drive problem-solving in your role?

    Explain your problem-solving approach by discussing any specific frameworks or techniques you employ, such as root-cause analysis or brainstorming sessions. Detail how you prioritize issues to tackle based on their impact on the customer experience and how you collaborate with teams to devise effective solutions. Use an example that showcases successful outcomes from your problem-solving efforts.

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    MasterBrand Cabinets, founded in 1954 and headquartered in Jasper, Indiana, offers a wide spectrum of cabinetry products designed to provide the same great service, product innovation, and quality.

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    Full-time, remote
    DATE POSTED
    January 24, 2025

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