Customer Service Coordinator

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

THE ROLE

The Customer Experience Analyst provides subject matter expertise to assist the customer service team, internal partners, and production facilities to help ensure the Jeld-Wen customer (True Blue Accounts) are receiving first class customer service.  The CEA is the main point of contact for internal customer escalations, internal communications with production facilities, reporting on metrics, and managing key and national customer account order backlogs.

Principle Duties and Responsibilities

• Ensure expectations or job functions that support goals are maintained and followed.
• Ensure the department is operating and adhering to JW policies & procedures by supervising/assisting in work activity of all Customer Support team members.
• Subject matter expert for policies, procedures, product, services and strategy of the supported business and product line.
• Respond to escalated cases from internal sources such as TSM’s, Sales Directors, Customer Service Management, etc.
• Act as main point of contact with production facilities for customer service.
• Formally respond to internal agents and inquiries via multiple channels such as email, phone, and SalesForce.
• Analyze and monitor customer backlog reports for both key and national accounts to uncover material issues, plant issues and delays; formally communicating to customers via multiple channels such as email, phone, and SalesForce.
• Reporting on all metrics associated with plant and internal communications and escalation resolution.
• Reporting on all metrics associated with Line of Business customer service dashboards.
• Assist with departmental and cross functional process improvement initiatives and advise on areas that do not meet customer expectations.
• Manage Projects Independently
• Ability to work independently and with a team.
• Assist and multi-task in a fast-paced support center setting with constantly changing demands.
• Other duties may be assigned.

Knowledge, Skills, Abilities

• Intermediate to expert level skill in Microsoft Office applications
• Leadership capabilities and/or handling escalated customer service situations.
• Ability to manage escalations and resolve problems in a timely manner.
• Passionate about providing exceptional customer experience.
• Ability to quickly learn new software, systems, or processes.
• Superior communication skills (verbal and written).
• Experience managing high profile/executive level communications and escalations.

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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. 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 $18.61 to $31.01 per hour and is based on experience and qualifications.

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.