Customer Service Coordinator

JELD-WEN, Inc. is a leading global designer, manufacturer, and distributor of high-performance building products. The Customer Service Coordinator role involves providing world-class service by efficiently handling customer orders and quotes, collaborating with internal partners, and ensuring customer satisfaction through timely responses and resolutions.

Responsibilities:

• Maintain a thorough understanding of the JELD-WEN customer(s) and their needs
• Enter and revise manual quotes and orders
• Respond to customer inquiries in a timely, courteous, and professional manner following established guidelines
• Assist with resolving routine customer questions or concerns, escalating issues as needed
• Collaborate with internal partners (e.g., Operations, Warranty, Marketing, or Sales) to resolve customer issues and ensure timely resolution
• Use company systems to document customer interactions and follow up when required
• Identify issues that fall outside standard procedures and escalate them to department leadership
• Communicate product information, specifications, and basic pricing details as provided in company resources
• Assist catalog or pricing discrepancies by gathering information and routing issues appropriately
• Support sales and customer-facing teams by maintaining positive and professional customer interactions
• Participate in training and learning opportunities to build knowledge of company products, systems, and tools
• Follow departmental policies, procedures, and service expectations
• Perform other assigned duties as needed

Requirements:

• Intermediate skill in Microsoft Office applications
• Passionate about providing exceptional customer experience
• Strong listening and problem-solving skills
• Ability to quickly learn new software, systems or processes
• Strong communication skills (verbal and written)
• Detail orientation with a demonstrated level of accuracy
• Ability to manage escalations and resolve problems in a timely manner
• Demonstrated experience with costing, pricing, quote preparation
• Demonstrates the capability to effectively manage multiple projects or responsibilities concurrently
• Ability to excel in a dynamic, high-pressure environment and collaborate effectively across various functional areas
• Work well under pressure and meet deadlines
• 3 - 5 years related experience and/or training
• A minimum of 3 years of experience in a customer-facing support role (customer service, technical support, inside sales, etc.)
• Advanced technical knowledge of products and available options preferred
• Associate degree preferred (years of experience will be considered)
• Experience using CRM/ERP Systems; Salesforce, Titan, or Doclink experience a plus