Customer Service Coordinator (Remote - U.S.)

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. 

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)
• Associate's 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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