Customer Service Coordinator (Remote - U.S.)

JELD-WEN is currently seeking a Customer Service Coordinator (Remote - U.S.) to join our growing team.

External Job Description

THE ROLE

The Customer Experience Coordinator works in a fast paced, high volume support center and is responsible for receiving and resolving customer inquiries in a timely manner.

This is a fully remote position open to candidates located anywhere in the U.S. Applicants must be authorized to work and reside in the United States.

Principal Duties and Responsibilities

• Build positive relationships with customers
• Maintain a positive, empathetic and professional attitude toward customers at all times.
• Improve customer service experience, create engaged customers and facilitate organic growth
• Work with Sales Team to create better methods to address customer complaints.
• Effective time management, multi-tasking and prioritization skills.
• In-depth 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 complex drawings, quotes and order requests per departmental guidelines (i.e. change orders)
• Maintain a thorough understanding of the JELD-WEN customer(s) and their needs 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 supervisor/manager.
• Interpret warranty conditions and issues.
• Build and develop relationships with operations, sales, product line management and finance.
• Update management on customer developments/issues
• Use appropriate data systems to track contacts and inquiries including SalesForce, Titan, Microsoft Office.
• Interface across multiple facilities and product lines
• Manage projects with leadership guidance
• Report to department leadership any areas that do not meet service expectations and present opportunities for improvement.
• Other duties may be assigned

Knowledge, Skills, Abilities

• Intermediate skill in Microsoft Office applications
• Ability to handle escalated customer service situations.
• Ability to manage escalations and resolve problems independently.
• Passionate about providing the exceptional customer experience.
• Ability to quickly learn new software, systems or processes and products
• Strong communication skills (verbal and written)

Education and Experience

• High School Diploma/GED is required (years of experience will be considered)
• Associates Degree is preferred
• ERP systems, CRM, Salesforce, SAP, or Titan experience is preferred
• Door manufacturing experience is preferred
• 3 years of Customer Service experience with demonstrated product and system knowledge.

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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.