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Supervisor, Customer Service

Date: Sep 8, 2021

Location: Sterling Heights, MI, US, 48312

Company: Jeld-Wen Inc.

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.

Summary: A Customer Service Supervisor will work closely with all staff employees to ensure the delivery of world-class reliable service.  This position is regarded as the product and technical specialist for JELD-WEN products and processes, responsible for working, assisting and supporting other members of the department to ensure all JELD-WEN customer accounts are receiving first class service.

 

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

 

  • Assist the Manager in leading the department, participate in leadership team meetings and ensure expectations and job functions are maintained and followed
  • SME for departmental resources
  • Manage the daily work flow to ensure departmental goals are met
  • Provide continuous training, coaching, and feedback to staff employees as needed
  • Perform evaluations and audit performance standards throughout year
  • Respond to escalations and play an integral part in customer relations
  • Develop strategies to manage absenteeism and inconsistent work volume
  • Monitor the quality and accuracy of the work performed by staff employees
  • Maintain an expert understanding of JW products, services and operations to better understand the needs of the customer and the needs of the company
  • Serve as department liaison between staff and management
  • Ensure the department is operating and adhering to JW policies and procedures supervising and assisting in work activity of other team members.
  • Assist department manager with departmental process improvements and advise on areas that do not meet customer expectations.
  • Serve as product expert for developing and assisting department manager with coordination of training curriculum for current and new employees
  • Backup to CSRs based on business needs
  • Ensures all policies, procedures, and goals are followed by staff
  • Lead staff to manage warranty within policies and procedures
  • Manage SQDCI board

 

Qualifications: 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.

 

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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


Nearest Major Market: Detroit