Customer Service Coordinator

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

 

THE ROLE

 

The Customer Service Coordinator’s main responsibilities are to receive and resolve retail customer inquiries in a timely manner and provide technical support and assistance in a fast-paced, high-volume call center environment. We are looking for a proactive, self-motivated, task-oriented individual who can work independently with minimal oversight. The candidate should be a flexible and creative thinker who, along with successfully managing their administrative workload, will contribute to the customer experience department by finding ways to continually improve our processes.

The Customer Service Coordinator supports Jeld Wen’s commitment to provide world-class service ensuring customer inquiries, orders and quotes are handled in an efficient, timely and professional manner. This role supports order entry workflow improvements and Retail Sales initiatives. The Customer Service Coordinator is expected to consistently demonstrate a high level of accuracy and report/escalate issues that may impede order fulfillment.

 

Principle Duties and Responsibilities

 

• Maintain a thorough understanding of the JELD-WEN customer(s) and their needs.
• Professionally resolve and/or manage customer situations with a goal of first contact resolution.
• Serve as the first point of contact by addressing customer inquiries that come into the department by phone, web, email, chat or social media.
• Identify and determine the best solution by problem-solving, perform research by interfacing with manufacturing, operations, product management, logistics, and sales to provide the highest level of service.
• Address customer questions or issues that come into the team by providing courteous and prompt responses.
• Monitor the status of requested work, prepare customized correspondence as necessary, and make outbound calls as requested.
• Contact customers through verbal and written communication concerning delivery issues, such as material shortages, incorrect shipments, lost material, and product availability.
• Facilitate call escalation for clients whose requests are not met within established service timelines.
• Promote positive customer relations while maintaining the highest standards of ethics, quality and professionalism.
• Support the sales team by developing and maintaining positive customer relations, which can substantially affect product revenue(s).
• Record customer interactions, details of inquiries, or comments, as well as actions taken.
• Process EDI (Electronic Data Interchange) orders, and EDI errors, manual orders, quotes and any revisions as needed per departmental guidelines.
• Troubleshoot and advise customers on service-related issues and/or product information. 
• Communicate product details and specifications.
• Interpret warranty conditions and process warranty claims.
• Audit Orders/Quotes as needed.
• Practice de-escalation techniques to enhance the overall experience
• Resolve/escalate catalog or pricing issues.
• Escalate non-routine issues and report to department leadership any areas that do not meet service expectations.
• Update management on customer developments/issues.
• Use appropriate data systems to follow up with contacts.
• Continuously develop knowledge and understanding of JW products, operations, websites, and literature to add value to and assist customers.
• Assist department manager with departmental process improvements.
• Other duties as assigned.

 

Knowledge, Skills, Abilities

 

• Passionate about providing exceptional customer experience.
• Advanced technical knowledge of products and available options.
• Detail orientation with a demonstrated level of accuracy.
• Recognize discrepancies in written/recorded data/information.
• Demonstrated experience with costing, pricing, quote preparation.
• Ability to quickly recognize and identify issues and resolve issues as they arise.
• Ability to demonstrate steps to others and recommend updates to proce