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Customer Service II

Location : Charlotte, NC
Job Type : Direct
Reference Code : TM
Hours : Full Time
Travel : No
Relocation : No
Industry : Manufacturing

Job Description :
 • Develop a thorough understanding of JW products, operations, websites and literature to add value to and assist customers 
• Address customer inquiries that come into the customer service department by phone, web/email, mail, fax, chat or Social Media by providing courteous and prompt responses
• Process basic order requests per departmental guidelines (i.e. change orders)
• Maintain a thorough understanding of the JELD-WEN customer(s) and their needs to professionally resolve and/or manage customer situations with a goal of first contact resolution
• Escalate non-routine issues outside of knowledge scope to appropriate supervisor/manager
• Interpret warranty conditions and issues
• Update management on customer developments/issues
• Use appropriate data systems to track contacts and inquiries
• Interface with the proper facility to bring resolution to customer issues
• Report to department manager any areas that do not meet service expectations
• Assist department manager with departmental process improvements
Qualifications: 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. 
Required Qualifications :

  • Associate degree from an accredited institution required (years of experience will be considered); Bachelor’s degree preferred

  • 2 - 3 years related experience and/or training

  • Intermediate skill in Microsoft Office applications

  • Ability to handle escalated customer service situations

  • Ability to 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)

  • Titan, Doclink, or SAP experience a plus

  • 2 - 3 years Customer Service experience with demonstrated knowledge of JW products or systems preferred

Salary range for this opportunity (36,000 - 43,000)



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