Customer Service Coordinator

JELD-WEN is currently seeking a Customer Service Coordinator to join our growing team.

The Opportunity

The Customer Service Coordinator works in a fast paced, high-volume support center and is responsible for receiving and resolving customer inquiries in a timely manner.

What You Will Do

•    Build positive relationships with customers.
•    Maintain a positive, empathetic, and professional attitude toward customers at all times.
•    Improve customer service experience, create engaged customers, and facilitate organic growth.
•    Work with Sales Team to create better methods to address customer complaints.
•    Effective time management, multi-tasking, and prioritization skills.
•    In-depth understanding of JELD-WEN products, operations, websites, and literature to add value to and assist customers. 
•    Address customer inquiries that come into the customer service department by phone, web/email, mail, fax, chat, or social media by providing courteous and prompt responses.
•    Process complex drawings, quotes, and order requests per departmental guidelines (i.e. change orders).
•    Maintain a thorough understanding of the JELD-WEN customer(s) and their needs, to professionally resolve, and/or manage customer situations with a goal of first contact resolution.
•    Escalate non-routine issues outside of knowledge scope to appropriate supervisor/manager.
•    Interpret warranty conditions and issues.
•    Build and develop relationships with operations, sales, product line management, and finance.
•    Update management on customer developments/issues.
•    Use appropriate data systems to track contacts and inquiries including Salesforce, Titan, and Microsoft Office.
•    Interface across multiple facilities and product lines.
•    Manage projects with leadership guidance.
•    Report to department leadership any areas that do not meet service expectations and present opportunities for improvement.
•    Other duties may be assigned.

Who You Are

•    Bachelor’s degree from an accredited institution required (years of experience will be considered).
•    Enterprise Resource Planning (ERP) systems, Customer Relationship Management (CRM), Salesforce, or Systems, Applications, and Products (SAP) experience a plus.
•    3 years customer service experience with demonstrated JELD-WEN product and system knowledge.

How You Stand Out

•    Intermediate skill in Microsoft Office applications.
•    Ability to handle escalated customer service situations.
•    Ability to manage escalations and resolve problems independently.
•    Passionate about providing exceptional customer experience. 
•    Ability to quickly learn new software, systems, or processes and products.
•    Strong communication skills (verbal and written).

About JELD-WEN Holding, Inc. 

JELD-WEN Holding, Inc. (NYSE: JELD) is a leading global designer, manufacturer and distributor of high-performance interior and exterior doors, windows, and related building products serving the new construction and repair and remodeling sectors. Based in Charlotte, North Carolina, the company operates across North America and Europe. Our associates are dedicated to bringing beauty and security to the spaces that touch our lives through our market-leading product brands across the world. The JELD-WEN family of brands includes JELD-WEN® worldwide, LaCantina® and VPI™ in North America, and Swedoor® and DANA® in Europe. For more information, visit corporate.JELD-WEN.com or follow LinkedIn.

JELD-WEN has been named by Forbes as one of ‘America’s Best Employers’ and by Newsweek as one of the ‘World’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. Employees (and their families) are covered by medical, dental, vision, and basic life insurance. Employees will accrue up to 15 days’ vacation leave annually and receive ten paid holidays throughout the calendar year. Employees can also enroll in the following company benefit programs including, 401k Retirement Savings Plan, Prescription Drug Plan, Flexible Spending Account (FSA), Health Reimbursement Account (HRA), Employee Assistance Program (EAP), Tuition Reimbursement, and Employee Discount Program. 

Expected pay for this role is between $19.76 to $25 per hour and is based on experience and qualifications. 

JELD-WEN is an equal employment opportunity employer and does not tolerate discrimination, harassment, and/or retaliation based on individuals’ physical traits, beliefs, and/or other characteristics that are protected under applicable laws. 

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