Date: Jul 17, 2025
Location: IA, US
Company: Jeld-Wen Inc.
JELD-WEN is currently seeking a Customer Service Coordinator to join our growing team.

KNOWLEDGE, SKILLS, ABILITIES

• Passionate about providing an exceptional customer experience.
• Advanced technical knowledge of products and available options.
• Detail orientation with a demonstrated level of accuracy.
• Recognize discrepancies in written/recorded data/information.
• Demonstrated experience with costing, pricing, and quote preparation.
• Ability to quickly recognize and identify issues and resolve issues as they arise.
• Ability to demonstrate steps to others and recommend updates to processes and procedures as needed.
• Ability to manage escalations and resolve problems in a timely manner.
• Ability to quickly learn new software, systems, or processes.
• Able to work with more than one project/responsibility simultaneously.
• Ability to thrive in a fluid, demanding culture, and work across functional barriers.
• Be able to work under deadline pressure and meet deadlines.
• Effective communication skills (verbal and written).

EDUCATION AND EXPERIENCE

• Bachelor’s degree from an accredited institution with a minimum of 3 years of experience in a customer-facing support role (customer service, technical support, inside sales, etc.).
• Will consider 7+ years of experience in lieu of a degree.
• Proficient typist (40+ words per minute)
• Intermediate to advanced skill in Microsoft Office applications
• Experience using CRM/ERP System; Sales Force, Titan, Doclink, or SAP experience a plus
• Ability to read and interpret CAD drawings a plus
• 2 years of experience with demonstrated knowledge of JW products or systems preferred.
  

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THE ROLE

Customer Experience Coordinator supports Jeld Wen’s commitment to providing world-class service, ensuring customer orders and quotes are handled in an efficient, timely, and professional manner. This role supports order entry workflow improvements and Retail Sales initiatives. The CX Order & Quote Coordinator is expected to consistently demonstrate a high level of accuracy and report/escalate issues that may impede order fulfillment.

PRINCIPLE DUTIES AND RESPONSIBILITIES

• Maintain a thorough understanding of the JELD-WEN customer(s) and their needs.
• Professionally resolve and/or manage customer situations with a goal of first contact resolution.
• Identify and determine the best solution by problem-solving and performing research by interfacing with manufacturing, operations, product management, logistics, and sales to provide the highest level of service.
• Process EDI (Electronic Data Interchange) order errors, Manual Orders, Quotes, and provide any revisions as needed per departmental guidelines.
• Address customer questions or issues that come into the CX team by providing courteous and prompt responses.
• Audit Orders/Quotes as needed.
• Escalate non-routine issues and report to department leadership any areas that do not meet service expectations.
• Update management on customer developments/issues.
• Use appropriate data systems to follow up with contacts.
• Interface with the proper team to bring resolution to customer issues (Operations, Sales, or Marketing).
• Support the sales team by developing and maintaining positive customer relations, which can affect product revenue(s).
• Continuously grow knowledge through JW Supported tools to further understanding of JW products, operations, websites, and literature to add value to and assist customers.
• Communicate product details and specifications.
• Resolve/Escalate Catalog Issues or pricing issues.
• Assist department leadership with departmental process improvements.
• Other duties as assigned.