Customer Service Coordinator

Jeld-Wen Inc.

5d•Onsite

About The Position

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 role involves building positive relationships with customers, maintaining a professional attitude, and improving the overall customer service experience. The coordinator will work with the Sales Team to address customer complaints and will need effective time management, multi-tasking, and prioritization skills. A thorough understanding of JELD-WEN products, operations, websites, and literature is essential to assist customers effectively. The role requires addressing customer inquiries via phone, web/email, mail, fax, chat, or Social Media with prompt and courteous responses. Processing complex drawings, quotes, and order requests, including change orders, is also a key responsibility. The coordinator must interpret warranty conditions, build relationships with various internal departments (operations, sales, product line management, finance), and update management on customer developments. Utilizing data systems like SalesForce, Titan, and Microsoft Office for tracking contacts and inquiries is necessary. The role involves interfacing across multiple facilities and product lines, managing projects with leadership guidance, and reporting service expectation gaps and improvement opportunities to management. Other duties may be assigned.

Requirements

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)
High School Diploma/GED is required (years of experience will be considered)
3 years of Customer Service experience with demonstrated JW product and system knowledge.

Nice To Haves

Associate's Degree is preferred
ERP systems, CRM, Salesforce, SAP, or Titan experience is preferred
Door manufacturing experience is preferred

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