Customer Srvc Team Lead

JELD-WEN is currently seeking a Customer Srvc Team Lead to join our growing team. 

 

The Opportunity

The Customer Experience Lead Position is regarded as the product and technical specialist for JELD-WEN products and processes and is responsible for assisting and supporting other members of the department to ensure the JELD-WEN customer is receiving first class service.

 

This is a remote position. You may be based in any location.

 

What You Will Do

• Assist the Customer Experience Supervisors/Manager in leading the department, participate in leadership team meetings and ensure expectations and job functions that support JELD-WEN goals are maintained and followed.
• Provide expert technical support to customers and sales team.
• Function as the Knowledge Coordinator for departmental resources.
• Serve as product expert responsible for order entry, quoting, and phones (incoming, escalations, e.g. backorders).
• Manage customer expectations, lead-times and product offering.
• Maintain an expert understanding of JW products, services and operations to better understand the needs of the customer and the needs of the company; function as expert user in the JW QQL catalog.
• Serve as department liaison between staff and management for escalated and difficult customer situations.
• Ensure the department is operating and adhering to JW policies and procedures by supervising and assisting in work activity of Customer Experience Associates, Customer Experience Coordinators and Customer Experience Specialists.
• Assist supervisor/manager with departmental process improvements and advise on areas that do not meet customer expectations.
• Serve as product expert for developing/assisting with coordination of training curriculum for current/new employees.
• Assist and multi-task in a fast-paced support center setting with constantly changing demands.
• Other duties may be assigned.

 

Who You Are

• Bachelor degree from an accredited institution required (years of experience will be considered).

• 5 years as a Customer Experience Specialist with demonstrated knowledge of JW products and systems as well as leadership capabilities and/or handling escalated customer service situations.
• Supervisory Experience a Plus.

 

How You Stand Out

• Superior written and verbal communication skills with the ability to effectively communicate information to customers and team members.  Ability to read, write and comprehend sometimes complex instructions, correspondence, and memos. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out detailed and sometimes involved written or oral instructions; ability to deal with problems and concerns involving concrete variables in standardized situations from customers and team members.
• Ability to maintain composure during busy and stressful situations; ability to work independently and in a team; passionate about providing the exceptional customer experience and share knowledge with team members.
• Intermediate to expert level skill in Microsoft Office applications; ability to quickly learn new software; navigate and understand how to seek and manage incoming electronic communication and process efficient work documents.
• Experience in JW ERP systems, CRM, Salesforce or SAP a plus with demonstrated ability to quickly learn new systems.
• Promoting the vision of the organization.

 

 

 

 

 

 

 

 

 

 

 

 

About JELD-WEN Holding, Inc. 

JELD-WEN is a leading global designer, manufacturer and distributor of high-performance interior and exterior doors, windows, and related building products serving the new construction and repair and remodeling sectors. Headquartered in Charlotte, N.C., the company operates facilities in 16 countries in North America and Europe and employs approximately 18,000 people. Since 1960, the JELD-WEN team has been committed to making quality products that create safe and sustainable environments for customers, associates and local communities. The JELD-WEN family of brands includes JELD-WEN® worldwide; LaCantina™ and VPI™ in North America; and Swedoor® and DANA® in Europe. For more information, visit jeld-wen.com.

In 2022, Newsweek named JELD-WEN as one of America’s Most Trustworthy Companies.

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