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Customer Service Assistant

Date: Aug 30, 2021

Location: Grinnell, IA, US, 50112

Company: Jeld-Wen Inc.

Summary: The Customer Service Assistant works in a fast paced, high volume call center and is responsible for receiving and resolving customer inquiries in a timely manner.

Essential Duties and Responsibilities include the following.  Other duties may be assigned. 


  • Develop a thorough understanding of JW 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 basic order requests per departmental guidelines (i.e. change orders)
  • Maintain a thorough understanding of the JELD-WEN customer(s) and their needs so as 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 personnel/group for best assistance; keep necessary personnel updated on customer developments/issues
  • Use appropriate data systems to track contacts and inquiries
  • Interface with the proper facility to bring resolution to customer issues
  • Report to department manager any areas that do not meet service expectations
  • Assist department manager with departmental process improvements.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:


  • Problem Solving – Identify and resolve problems in a timely manner. Gather and analyze information skillfully.
  • Technical Skills – Learn and maintain product knowledge
  • Customer Service – Manage difficult or emotional customer situations. Respond promptly to customer needs. Respond to requests for service and assistance. Meet customer commitments.
  • Interpersonal – Focus on solving conflict, not blaming. Keep emotions under control. Listen to others without interrupting. Accept feedback from others.
  • Oral Communication - Speak clearly and persuasively in positive or negative situations. Listen and get clarification. Respond professionally to questions.
  • Team Work – Balance team and individual responsibilities. Exhibit objectivity and openness to others’ views. Contribute to building a positive team spirit.
  • Written Communication – Write clearly and informatively. Edit work for spelling and grammar. Vary writing style to meet needs. Present numerical data effectively.
  • Ethics - Treat people with respect; work ethically and with integrity; uphold organizational values.
  • Organizational Support – Observe and maintain company policies and procedures.
  • Adaptability – Change approach or method to best fit the situation.
  • Attendance/Punctuality - Is consistently at work and on time.
  • Dependability - Follow instructions, respond to management direction.
  • Initiative - Ask for and offer help when needed.  Assess own strengths and weaknesses; strive to continuously build knowledge and skills.
  • Innovation - Meet challenges with resourcefulness; generate suggestions for improving work.
  • Judgment - Exhibit sound and accurate judgment.
  • Quality - Demonstrate accuracy and thoroughness; monitor own work to ensure customer satisfaction.
  • Quantity - Meet productivity standards; complete work in timely manner.
  • Safety and Security - Observe safety and security procedures; report potentially unsafe conditions; use equipment and materials properly and appropriately.       



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



High school diploma or general education degree (GED); three (3) to six (6) months of related experience and/or training; or equivalent combination of education and experience.


Language Ability:

Strong written and verbal communication skills with the ability to effectively communicate information to customers; ability to read, write and comprehend instructions, correspondence and memos. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.


Math Ability:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.


Reasoning Ability:

Ability to apply common sense understanding to carry out detailed and sometimes involved written or oral instructions. Ability to deal with various problems and concerns involving concrete variables in standardized situations from customers.


Interpersonal Ability:

Ability to maintain composure during stressful situations; ability to work independently and in a team; passionate about providing the exceptional customer experience and participate as part of a team to succeed

Computer Skills:

Intermediate skill in Microsoft Office applications; ability to quickly learn new software; Titan/Doclink experience or demonstrated ability to quickly learn Titan/Doclink.  


Certificates and Licenses:

No certifications needed.


Supervisory Responsibilities:

This job has no supervisory responsibilities.


Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Team setting in a shared office space; must have the ability to work while taking incoming calls, as noise varies with phone volume.


Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision and Ability to adjust focus. While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms.  The employee is required to talk and hear.


Time Demands:

This position requires regular attendance and may, at times, or regularly, require non-traditional work hours, including overtime hours and weekend hours.




Nearest Major Market: Des Moines