Customer Experience Support Specialist

JELD-WEN is currently seeking a Customer Experience Support Specialist to join our growing team.

 

The Opportunity

 

The Customer Experience Support Specialist provides subject matter expertise to assist the customer service team, internal partners, and production facilities to help ensure the Jeld-Wen customer (True Blue Accounts) are receiving first class customer service.  The CEA is the main point of contact for internal customer escalations, internal communications with production facilities, reporting on metrics, and managing key and national customer account order backlogs.

 

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

 

What You Will Do

 

• Ensure expectations or job functions that support goals are maintained and followed.
• Ensure the department is operating and adhering to JW policies & procedures by supervising/assisting in work activity of all Customer Support team members.
• Subject matter expert for policies, procedures, product, services and strategy of the supported business and product line.
• Respond to escalated cases from internal sources such as TSM’s, Sales Directors, Customer Service Management, etc as submitted through the SalesForce escalation process.
• Respond to Quick Quote customer support intake via multiple channels such as email, phone and SalesForce.
• Respond to customer credit requests via multiple channels such as email, phone, and SalesForce.
• Formally respond to internal agents and inquiries via multiple channels such as email, phone, and SalesForce.
• Analyze and monitor customer backlog reports for both key and national accounts to uncover material issues, plant issues and delays; formally communicating to customers via multiple channels such as email, phone, and SalesForce.
• Reporting on all metrics associated with plant and internal communications and escalation resolution.
• Reporting on all metrics associated with Line of Business customer service dashboards.
• Assist with departmental and cross functional process improvement initiatives and advise on areas that do not meet customer expectations.
• Manage Projects Independently
• Ability to work independently and with a team.
• Assist and multi-task in a fast-paced support center setting with constantly changing demands.
• Other duties may be assigned.

 

 

Who You Are

 

• Bachelor’s degree from an accredited institution preferred (years of experience will be considered).
• ERP systems, CRM, Salesforce or SAP experience a plus.
• 5 + years Customer Service experience with demonstrated knowledge of JW products or systems preferred.

 

 

How You Stand Out

• Intermediate to expert level skill in Micro