Customer Service Coordinator

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

THE ROLE

Customer Experience Coordinator supports Jeld Wen’s commitment to providing world-class service, ensuring customer orders and quotes are handled in an efficient, timely, and professional manner. This role supports order entry workflow improvements and Retail Sales initiatives. The CX Order & Quote Coordinator is expected to consistently demonstrate a high level of accuracy and report/escalate issues that may impede order fulfillment.

Principle Duties and Responsibilities

• Maintain a thorough understanding of the JELD-WEN customer(s) and their needs.
• Professionally resolve and/or manage customer situations with a goal of first contact resolution.
• Identify and determine the best solution by problem-solving and performing research by interfacing with manufacturing, operations, product management, logistics, and sales to provide the highest level of service.
• Process EDI (Electronic Data Interchange) order errors, Manual Orders, Quotes, and provide any revisions as needed per departmental guidelines.
• Address customer questions or issues that come into the CX team by providing courteous and prompt responses.
• Audit Orders/Quotes as needed.
• Escalate non-routine issues and report to department leadership any areas that do not meet service expectations.
• Update management on customer developments/issues.
• Use appropriate data systems to follow up with contacts.
• Interface with the proper team to bring resolution to customer issues (Operations, Sales, or Marketing).
• Support the sales team by developing and maintaining positive customer relations, which can affect product revenue(s).
• Continuously grow knowledge through JW Supported tools to further understanding of JW products, operations, websites, and literature to add value to and assist customers.
• Communicate product details and specifications.
• Resolve/Escalate Catalog Issues or pricing issues.
• Assist department leadership with departmental process improvements.
• Other duties as assigned.

Knowledge, Skills, Abilities

• Passionate about providing an exceptional customer experience.
• Advanced technical knowledge of products and available options.
• Detail orientation with a demonstrated level of accuracy.
• Recognize discrepancies in written/recorded data/information.
• Demonstrated experience with costing, pricing, and quote preparation.
• Ability to quickly recognize and identify issues and resolve issues as they arise.
• Ability to demonstrate steps to others and recommend updates to processes and procedures as needed.
• Ability to manage escalations and resolve problems in a timely manner.
• Ability to quickly learn new software, systems, or processes.
• Able to work with more than one project/responsibility simultaneously.
• Ability to thrive in a fluid, demanding culture, and work across functional barriers.
• Be able to work under deadline pressure and meet deadlines.
• Effective communication skills (verbal and written).

Education and Experience

• Bachelor's degree from an accredited institution with a minimum of 3 years of experience in a customer-facing support role (customer service, technical support, inside sales, etc.). 
• Will consider 7+ years of experience in lieu of a degree.
• Proficient typist (40+ words per minute)
• Intermediate to advanced skill in Microsoft Office applications
• Experience using CRM/ERP System; Sales Force, Titan, Doclink, or SAP experience a plus
• Ability to read and interpret CAD drawings a plus
• 2 years of experience with demonstrated knowledge of JW products or systems preferred.

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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. 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 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.