Customer Care Manager

JELD-WEN is currently seeking a Customer Care Manager to join our growing team.

Summary: A Customer Care Branch Manager is responsible for leading and directing customer care support operations (retail and non-retail) through a team of managers and staff to ensure we provide value for JELD-WEN customers.

Essential Duties and Responsibilities include the following:

1. Provide leadership for problem resolution to facilitate timely improvements and strong working relationships.
2. Review and modify procedures as necessary to improve efficiency.
3. Guide group to provide value-added services in alignment with the company’s goals.
4. Manage projects or improvements that support key initiatives and company goals.
5. Manage department deployment of resources to support our manufacturing operation’s customers, quality, cost reduction, complete and on-time delivery, safety, customer satisfaction, and department/company performance measures.
6. Ensure compliance with internal and external service level standards/commitments.
7. Work with the JW team to develop customer relationships and respond to escalated claims/complaints when necessary.
8. Ensure adequate staffing of department.
9. Direct recruiting efforts for team members with proper skill set that will contribute to high quality standards of department and company.
10. Provide leadership for employee relations (coaching, training, and development) and ensure all policies and procedures are followed.
11. Oversee analysis of quality reviews and expand team member knowledge and skills by directing effective ongoing training and mentoring for team member and department success.
12. Budget control - plan for department operations and monthly monitoring of expenditures and revenue.
13. Ensure compliance with department needs for capital investments and improvement projects.

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.

1. Bachelor’s degree from an accredited institution required (credits towards a 4 year degree and years of experience will be considered).
2. 7+ years related professional experience and/or training.
3. Management in a call center-like environment preferred.
4. Advanced to expert level skill in Microsoft Office applications.
5. Leadership capabilities and ability to handle escalated customer service relations.
6. Ability to manage escalations and resolve problems in a timely manner.
7. Passionate about providing the exceptional customer experience.
8. Ability to quickly learn new software, systems or processes.
9. Strong communication skills (verbal and written).
10. Demonstrated supervisory, training or lead experience.
11. Titan, Doclink, or SAP experience required.
12. 5+ years Customer Service experience with demonstrated knowledge of JW products or systems preferred.

About JELD-WEN Holding, Inc.

JELD-WEN Holding, Inc. (NYSE: JELD) is a leading global designer, manufacturer and distributor of high-performance interior and exterior doors, windows, and related building products serving the new construction and repair and remodeling sectors. Based in Charlotte, North Carolina, the company operates across North America and Europe. Our associates are dedicated to bringing beauty and security to the spaces that touch our lives through our market-leading product brands across the world. The JELD-WEN family of brands includes JELD-WEN worldwide, LaCantina and VPI in North America, and Swedoor and DANA in Europe.

JELD-WEN has been named by Forbes as one of ‘America’s Best Employers’ and by Newsweek as one of the ‘World’s Most Trustworthy Companies’.

What We Offer: Investing in People is one of our Core Values, we strive to attract & retain great people! As such, JELD-WEN offers competitive compensation & benefits packages. As a global organization, specific benefits may vary, however typically including medical & dental, retirement program, etc.

JELD-WEN is an equal employment opportunity employer and does not tolerate discrimination, harassment, and/or retaliation based on individuals’ physical traits, beliefs, and/or other characteristics that are protected under applicable laws.

JELD-WEN does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.