Inisde Sales Specialist
- Sidman, PA Sterling Heights, MI
- Permanent
- Full-time
The Customer Service Specialist is regarded as the product and technical specialist for JELD-WEN products and processes, responsible for assisting and supporting other members of the department to ensure the JELD-WEN customer (True Blue Accounts) is receiving first class service.
What You Will Do
- Assist the Manager in leading the department, participate in leadership team meetings and
- Ensure expectations or job functions that support goals are maintained and followed.
- Provide expert technical support to customers and sales force.
- Function as the Knowledge Coordinator for departmental resources & E-catalog expert user
- Serve as product expert (order entry, quoting, calls, order issues, backorders, escalations
- Manage customer expectations, lead-times, and product offering.
- Act as a liaison with outside sales department
- Maintain an expert understanding of JW products, services, and operations to better assist the needs of the customer & company.
- Serve as department liaison between staff and management for escalated and difficult customer situations.
- Ensure the department is operating and adhering to JW policies & procedures by supervising/assisting in work activity of all Customer Support team members.
- Assist with departmental process improvements and advise on areas that do not meet customer expectations.
- Serve as product expert for developing and assisting manager with coordination of training.
- Work overtime as needed to satisfy customer demands.
- Assist and multi-task in a fast-paced call center setting with constantly changing demands.
- Bachelor's degree from an accredited institution required (years of experience will be considered)
- 3 - 5 years related experience and/or training
- Intermediate to expert level skill in Microsoft Office applications
- Leadership capabilities and/or handling 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)
- Supervisory experience a plus
- SAP experience desired.
- 3 - 4 years Customer Service experience with demonstrated knowledge of JW products or systems preferred.