Summary - Customer Service Coordinator - Charlotte, NC

The Customer Service Coordinator works in a fast paced, high volume call center and is responsible for receiving and resolving customer inquiries in a timely manner.
Principle Duties and Responsibilities

• Develop a thorough 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 basic 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.
• Update management on customer developments/issues
• Use appropriate data systems to track contacts and inquiries.
• Interface with the proper facility to bring resolution to customer issues.
• Report to department manager any areas that do not meet service expectations.
• Assist department manager with departmental process improvements.
• 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 in a timely manner.
• Passionate about providing the exceptional customer experience.
• Ability to quickly learn new software, systems or processes.
• Strong communication skills (verbal and written)

Education and Experience

• Associate degree from an accredited institution required (years of experience will be considered); Bachelor’s degree preferred.
• 2 - 3 years related experience and/or training
• Titan, Doclink, or SAP experience a plus
• 2 - 3 years Customer Service experience with demonstrated product knowledge.

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

Job Type: Full-time

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