Customer Srvc Rep II

JELD-WEN is currently seeking a Customer Srvc Rep II 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 as submitted through the SalesForce escalation process.
• Respond to Quick Quote customer support intake via multiple channels such as email, phone and SalesForce.
• Respond to customer credit requests via multiple channels such as email, phone, and SalesForce.
• 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.

Education and Experience

• Bachelor’s degree from an accredited institution preferred (years of experience will be considered).
• ERP systems, CRM, Salesforce or SAP experience a plus.
• 5 + years Customer Service experience with demonstrated knowledge of JW products or systems preferred.

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About JELD-WEN Holding, Inc. 

JELD-WEN 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. Headquartered in Charlotte, N.C., the company operates facilities in 16 countries in North America and Europe and employs approximately 18,000 people. Since 1960, the JELD-WEN team has been committed to making quality products that create safe and sustainable environments for customers, associates and local communities. 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 jeld-wen.com.

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 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.