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.