Sr Director, Customer Service

JELD-WEN is currently seeking a Sr Director, Customer Service to join our growing team.

OUR COMPANY

JELD-WEN (NYSE:JELD), founded in 1960, is one of the world’s largest door and window manufacturers, with more than 21,000 employees operating in 24 countries globally. Headquartered in Charlotte, North Carolina, JELD-WEN designs, produces and distributes an extensive range of interior and exterior doors, wood, vinyl and aluminum windows and related products for use in the new construction and repair and remodeling of residential homes and non-residential buildings.

Our products and services afford us the opportunity to enter peoples’ workplaces, homes and daily lives. With this privilege comes great responsibility to ensure that the products we deliver are reliable and enrich the places and lives that they touch. We bring beauty and security to the spaces that touch our lives.

We act with integrity, invest in people, inspire through innovation, deliver on our promises and improve every day. We are seeking talented individuals who share this purpose and values and want to excel in their field of expertise. We offer excellent benefits, a collaborative environment in which to apply your talent and a dynamic and growing company, with exceptional career progression opportunities.

THE ROLE 

As a valued member of the team, the Sr. Director of Customer Experience will manage the service of branch activities to support pre-orders, quotation and order entry, warranty and claims and installation or repairs of JW products.  This position will be located in Charlotte, NC at the headquarters reporting to the VP of NA Marketing and Customer Experience.  This role is responsible for fostering and managing a positive Customer experience with an intense focus on delivering best in class practices, safety culture and leading by example! In this role, the VP will be directing, leading and managing JELD-WEN (JW) Customer Support locations to include Customer Service, Warranty (Care) and Site Service (Field Operations) teams. 

Principle Duties and Responsibilities

• Directs and oversees all aspects of JW’s customer service policies, objectives and initiatives for influencing a positive customer experience while fulfilling departmental and company vision and mission.
  • Develops and interprets procedures governing all customer support interactions (Including Customer Service (inquiry and order management), Customer Care (Warranty processing) and Field Services.
• Work in close partnership with functional leaders across the organization (i.e. Sales, R&D, Pricing, IT, Operations, Marketing)
• Determine key metrics and ways to quantify impact on customer experience on the overall business, including customer engagement, product adoption, and customer satisfaction

• Provides leadership and analytical review for problem resolution
• Responsible for standardization of all Customer Support activities across U.S. hubs
• Develop strategies and track delivery completion on projects that will improve the customer experience

• Drive long-term initiatives and engagement practices for retention strategy across all CS locations
• Day to day performance of SQDCI metrics and tools
• Ensures compliance with internal and external service level standards/commitments related to customer service function. 
• Build and lead a team of customer success professionals along with succession planning efforts
• Provides analysis from system reporting to upper management
• Prepares budget and forecasting for business unit

Knowledge, Skills, Abilities

• Customer-focused approach and obsessed with delivering extraordinary customer experiences
• Demonstrated ability to influence and drive consensus cross-functionally at a senior level
• Demonstrated knowledge of customer engagement center software, platforms and best practice
• Must have excellent written, verbal communications skills as well as analytical and data driven
• Must be familiar with a variety of concepts, practices and procedures related to the field of Customer Experience
• Ability to implement waste reduction efforts, provide work-class level work quality and promote a safe and harmonious work environment
• Analytical skills to determine ROI of customer engagement efforts

Education and Experience

• Bachelor’s Degree or equivalent experience / education
• Expert knowledge and expertise in Customer Engagement activities
• Experience deploying programs and centralization projects
• Seven to ten years leadership experience and direct experience in building Customer Experience in a manufacturing call center type environment.  Services in include Customer Service (inquiry and order management), Customer Care (Warranty Processing) and Field Services.
• Experience with deploying programs and other projects as needed
• Must have demonstrated in previous work experiences the ability to work independently and to communicate with multiple internal and external customers
• Must be proficient in the use of MS Office software (Windows, Outlook, Word, PowerPoint, and Excel)
• Participates in other projects as required

JELD-WEN is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, gender identity, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.

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Who We Are

Headquartered in Charlotte, NC, JELD-WEN is a leading global manufacturer of high-performance interior and exterior building products, offering one of the broadest selections of windows, interior and exterior doors, and wall systems. JELD-WEN delivers a differentiated customer experience, providing construction professionals with durable, energy-efficient products and labor-saving services that help them maximize productivity and create beautiful, secure spaces for all to enjoy. The JELD-WEN team is driven by innovation and committed to creating safe, sustainable environments for customers, associates, and local communities. The JELD-WEN family of brands includes JELD-WEN® worldwide; LaCantina™ and VPI™ in North America; Swedoor® and DANA® in Europe; and Corinthian®, Stegbar®, and Breezway® in Australia.

In 2022, Newsweek named JELD-WEN as one of America’s Most Trustworthy Companies.

What We Offer

Investing in People is one of our Core Values, we strive to attract & retain great people! As such, JELD-WEN offers competitive compensation & benefits packages. As a global organization, specific benefits may vary, however typically including medical & dental, generous leave policies, retirement program, etc.

JELD-WEN is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, gender identity, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.

JELD-WEN does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.