Customer Service Coordinator

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

THE ROLE

The Customer Service Coordinator’s main responsibilities are to receive and resolve retail customer inquiries in a timely manner and provide technical support and assistance in a fast-paced, high-volume call center environment. We are looking for a proactive, self-motivated, task-oriented individual who can work independently with minimal oversight. The candidate should be a flexible and creative thinker who, along with successfully managing their administrative workload, will contribute to the customer experience department by finding ways to continually improve our processes.

The Customer Service Coordinator supports Jeld Wen’s commitment to provide world-class service ensuring customer inquiries, orders and quotes are handled in an efficient, timely and professional manner. This role supports order entry workflow improvements and Retail Sales initiatives. The Customer Service 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.
• Serve as the first point of contact by addressing customer inquiries that come into the department by phone, web, email, chat or social media.
• Identify and determine the best solution by problem-solving, perform research by interfacing with manufacturing, operations, product management, logistics, and sales to provide the highest level of service.
• Address customer questions or issues that come into the team by providing courteous and prompt responses.
• Monitor the status of requested work, prepare customized correspondence as necessary, and make outbound calls as requested.
• Contact customers through verbal and written communication concerning delivery issues, such as material shortages, incorrect shipments, lost material, and product availability.
• Facilitate call escalation for clients whose requests are not met within established service timelines.
• Promote positive customer relations while maintaining the highest standards of ethics, quality and professionalism.
• Support the sales team by developing and maintaining positive customer relations, which can substantially affect product revenue(s).
• Record customer interactions, details of inquiries, or comments, as well as actions taken.
• Process EDI (Electronic Data Interchange) orders, and EDI errors, manual orders, quotes and any revisions as needed per departmental guidelines.
• Troubleshoot and advise customers on service-related issues and/or product information. 
• Communicate product details and specifications.
• Interpret warranty conditions and process warranty claims.
• Audit Orders/Quotes as needed.
• Practice de-escalation techniques to enhance the overall experience
• Resolve/escalate catalog or pricing issues.
• 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.
• Continuously develop knowledge and understanding of JW products, operations, websites, and literature to add value to and assist customers.
• Assist department manager with departmental process improvements.
• Other duties as assigned.

Knowledge, Skills, Abilities

• Passionate about providing 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, 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.
• The ability to thrive in a fluid, demanding culture, and work across functional barriers.
• Be able to work under deadline pressure and meet the deadlines.
• Effective communication skills (verbal and written).

Education and Experience

• Associate degree with a minimum of 3 years of experience in a customer-facing support role (customer service, technical support, inside sales, etc.).  Will consider 5+ years of experience in lieu of a degree.
• Proficient typist (40+ words per minute)
• Intermediate to advanced skills in Microsoft Office applications
• Experience using CRM/ERP System; Sales Force, or SAP experience is a plus
• Ability to read and interpret CAD drawings a plus

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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.