Team Leader

OUR COMPANY

JELD-WEN (NYSE:JELD), founded in 1960, is one of the world’s largest door and window manufacturers, with more than 22,000 employees operating in 24 countries globally. Headquartered in Charlotte, North Carolina, JELD-WEN designs, produces and distributes an extensive range of interior and exterior doors, wood, vinyl and aluminium windows and related products for use in the new construction and repair and remodelling of residential homes and non-residential buildings. 
Our products and services afford us the opportunity to enter peoples’ workplaces, homes and daily lives. With this privilege comes great responsibility to ensure that the products we deliver are reliable and enrich the places and lives that they touch. We bring beauty and security to the spaces that touch our lives.

We act with integrity, invest in people, inspire through innovation, deliver on our promises and improve every day. We are seeking talented individuals who share this purpose and values and want to excel in their field of expertise. We offer excellent benefits, a collaborative environment in which to apply your talent and a dynamic and growing company, with exceptional career progression opportunities.

YOUR ROLE:
 
Are you a Customer Service Team leader looking for a new challenge?  We are looking for an amazing hands-on Team leader who will work closely with the Senior Leadership team.  
 
You will be responsible for monitoring the team’s everyday tasks, giving them the support where needed for them to succeed in their roles. You will monitor KPI’s and SLA’s to make sure turnaround time is within the company guidelines and the customer is getting the best service. You will monitor procedures and processes making necessary changes where needed to support the business and the customer needs.  
 
You will be a role model for the team incorporating the JELD WEN values into everyday life and keeping the upmost integrity. 

WHAT YOUR IMPACT WILL BE:  

• Keep the team engaged and on track to deliver a great customer experience.  

• Encouraging the team to hit targets increasing business revenue and stability, delivering us the best optimum value.  

• Encourage team collaboration, keeping them updated with business changes and customer feedback, while encouraging a two-way communication process. Give and receive constructive feedback and use it to drive change.  

• Working closely with other Team Leaders and Mangers to grow ideas and processes to make the team leaner and more effective.  

• Working closely with the factory and dealing with any escalations quickly and cleanly improving the customer experience and the NPS score. 

• Effectively conducting one to ones with the team, taking away any points an actioning with the you said we did method, keeping communication lines open.  

• Employee engagement and monthly updates  

WHAT YOU'LL NEED TO SUCCEED:

• Previous experience in a customer service role dealing with a high volume of work, in a target driven environment  

• Knowledge of Salesforce or equivalent CRM systems and Telnet systems would be beneficial

• Previous experience of leading a team would be advantageous 

• Experience of quoting and estimating would be advantageous  

• A good working knowledge of Excel and Word is essential 

• Previous experience of working with specific guidelines, KPI's and deadlines  

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.

Unless explicitly requested or approached by JELD-WEN, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services