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Customer Service Coordinator

jeld-wen.co.uk Logo

JELD-WEN UK

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Location:
United States , NC

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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Job Description:

JELD-WEN is currently seeking a Customer Service Coordinator to join our growing team. 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.

Job Responsibility:

  • 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

Requirements:

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

Nice to have:

  • Associate's Degree preferred
  • ERP systems, CRM, Salesforce, SAP, or Titan experience preferred
  • Door manufacturing experience preferred
What we offer:
  • Competitive compensation & benefits packages
  • medical & dental
  • generous leave policies
  • retirement program

Additional Information:

Job Posted:
May 14, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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