Customer Advocate & Operations Liaison

Jeld-Wen Inc.•Garland, TX

5d•Onsite

About The Position

The Customer Advocate & Operations Liaison serves as the single point of ownership for customer-impacting issues at the plant level. This role bridges Plan Operations, Customer Service, and Sales to proactively manage escalations, backorders, and interplant coordination in a consistent and transparent manner. This position is designed to bring clear ownership, interface clarity, and system discipline to how customer issues are managed – reducing fragmentation, improving consistency in customer communication, and minimizing operational disruption within the plant.

Requirements

Bachelor’s degree and 2-3 years of experience in customer service, operations, supply chain, or manufacturing support role, or an equivalent combination of education and experience.
Strong understanding of order management, backorders, and lead-time dependencies
Experience working cross-functionally with Plant, Customer Service, and Sales teams
Proficiency with Salesforce and ERP systems (Titan preferred)
Excellent written and verbal communication skills
Proven ability to manage multiple priorities and drive issues to resolution

Nice To Haves

Preferred experience with JW product (windows & doors)
Experience working in a manufacturing, plant‑based, or operations‑driven environment, with direct exposure to production, scheduling, or capacity constraints.
Prior experience in customer escalation management, key‑account support, or order fulfillment, particularly in environments with complex products or lead times.
Familiarity with ERP systems and case‑management tools (e.g., Salesforce, Titan, or similar platforms) and a demonstrated preference for disciplined system usage over manual workarounds.
Experience supporting or coordinating work across multiple facilities or interplant networks, including transfers, exceptions, or shared capacity models.
Demonstrated ability to analyze trends, identify root causes, and translate operational data into actionable insights for leaders and cross‑functional partners.
Experience working closely with Sales and Customer Service teams to align operational outcomes with customer commitments and expectations.

Responsibilities

Own plant‑level customer escalations end‑to‑end, serving as the single point of accountability for resolving customer‑impacting issues related to delays, backorders, production constraints, and downtime.
Establish clear ownership, interface clarity, and disciplined system use to ensure consistent handling of escalations and backorders across Plant Operations, Customer Service, and Sales.
Act as the customer advocate within plant operations, representing customer impact in prioritization, decision‑making, and cross‑functional discussions.
Ensure consistent, accurate documentation and visibility of issues through Salesforce and ERP systems, reinforcing standard processes and eliminating ad hoc tracking methods.
Drive continuous improvement by analyzing escalation trends and root causes and providing data‑driven insights to leadership to reduce recurring issues and improve operational effectiveness.