Customer Service Supervisor

Jeld-Wen Charlotte , NC 28201

Posted 2 months ago

Summary: A Customer Service Supervisor will work closely with all staff employees to ensure the delivery of world-class reliable service. This position is regarded as the product and technical specialist for JELD-WEN products and processes, responsible for working, assisting and supporting other members of the department to ensure all JELD-WEN customer accounts are receiving first class service.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Assist the Manager in leading the department, participate in leadership team meetings and ensure expectations and job functions are maintained and followed

  • SME for departmental resources

  • Manage the daily work flow to ensure departmental goals are met

  • Provide continuous training, coaching, and feedback to staff employees as needed

  • Perform evaluations and audit performance standards throughout year

  • Respond to escalations and play an integral part in customer relations

  • Develop strategies to manage absenteeism and inconsistent work volume

  • Monitor the quality and accuracy of the work performed by staff employees

  • Maintain an expert understanding of JW products, services and operations to better understand the needs of the customer and the needs of the company

  • Serve as department liaison between staff and management

  • Ensure the department is operating and adhering to JW policies and procedures supervising and assisting in work activity of other team members.

  • Assist department manager with departmental process improvements and advise on areas that do not meet customer expectations.

  • Serve as product expert for developing and assisting department manager with coordination of training curriculum for current and new employees

  • Backup to CSRs based on business needs

  • Ensures all policies, procedures, and goals are followed by staff

  • Lead staff to manage warranty within policies and procedures

  • Manage SQDCI board

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Bachelor's degree from an accredited institution preferred (credits towards a 4 year degree and years of experience will be considered)

  • 4+ years related professional experience and/or training

  • Advanced to expert level skill in Microsoft Office applications

  • Ability to lead, manage escalations and resolve problems in a timely manner

  • Passionate about providing the exceptional customer experience

  • Ability to quickly learn new software, systems or processes

  • Strong communication skills (verbal and written)

  • Demonstrated supervisory, training or lead experience

  • Titan, Doclink, or SAP experience required

  • 3+ years Customer Service experience with demonstrated knowledge of JW products or systems preferred

JELD-WEN is an equal opportunity employer, committed to providing an environment free from all forms of unlawful discrimination. To ensure the safety and health of our employees, JELD-WEN maintains a drug-free work environment.

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Customer Service Supervisor