What are the responsibilities and job description for the Supervisor, Service Coordinator position at JELD-WEN, Inc.?
JELD-WEN is currently seeking a Supervisor, Service Coordinator to join our growing team.
SUMMARY:
The Service Coordinator Supervisor will oversee the service coordination team, ensuring exceptional customer service and efficient resolution of service requests. This role involves managing the daily operations of the service department, coordinating with technicians, and maintaining high standards of quality and customer satisfaction.
PRINCIPAL JOB DUTIES & RESPONSIBILITIES:
- Lead, mentor, and supervise a team of service coordinators to ensure timely and efficient handling of customer service requests.
- Follow established safety rules and actively participate in the company’s Accident Prevention Program.
- Ensure a high level of customer satisfaction by addressing customer inquiries, resolving complaints, and providing timely updates on service requests.
- Lead collaboration with the service coordinator team, outside sales team, and field service technicians to satisfy customer requests promptly.
- Monitor service activities to ensure adherence to company standards and quality control measures.
- Oversee the scheduling and dispatching of service technicians to customer sites for repairs, maintenance, and installations.
- Maintain close relationships with jobsite professionals, overseeing all communication related to service aspects such as scheduling, production, delivery, and punch list completion.
- Monitor and review the work and decisions made by the service coordinating team, correcting and adjusting as needed.
- Document and conduct training sessions for service coordinators to enhance their skills and knowledge of company products and services.
- Write Standard Operating Procedures (SOPs) and other training materials as needed.
- Evaluate the performance of service coordinators, provide constructive feedback, set goals, and implement improvement plans as needed.
- Generate and analyze service reports to track key performance indicators (KPIs) and identify areas for improvement.
- Collaborates with other departments to identify and implement process improvements to enhance efficiency and customer satisfaction.
- Other administrative functions as needed.
WORKING CONDITIONS:
- Office Environment
- Occasionally lifts 25lbs
- Stationary
SCHEDULING:
This position is regularly scheduled for 40 hours per week, Monday through Friday. More time may be required to complete the job, especially during peak business months. Must be available within standard VPI customer service hours.
REQUIRED SKILLS AND EXPERIENCE:
Skills:
- Strong leadership and team management skills, excellent communication and interpersonal abilities, proficiency working with a diverse team.
- Understanding of window manufacturing processes and products, familiarity with industry standards and regulations.
- Ability to work under limited supervision.
- Detail-oriented, proactive, problem-solver, and able to thrive in a fast-paced environment.
Experience:
- Preferred five- years of experience as a Service Coordinator or ten-years in construction industry or manufacturing.
- Experience with database software, ability to quickly learn new software, preferably Cantor, Procore, Salesforce, MS Office, and SharePoint.
- Minimum of 5 years of experience in a customer service role and 2 years of leadership.
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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. For more information, visit corporate.JELD-WEN.com or follow LinkedIn.
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. Employees (and their families) are covered by medical, dental, vision, and basic life insurance. Employees will receive ten paid holidays throughout the calendar year. JELD-WEN does not accrue time off for salaried positions. We believe in mutual trust and workplace flexibility, therefore appropriate time off for vacation, illness, or other reasons will be agreed upon with your manager per our Flexible Paid Time Off Policy. Employees can also enroll in the following company benefit programs including, 401k Retirement Savings Plan, Prescription Drug Plan, Flexible Spending Account (FSA), Health Reimbursement Account (HRA), Employee Assistance Program (EAP), Tuition Reimbursement, and Employee Discount Program.
Expected pay for this role is between $69,900.00 to $116,400.00 per year and is based on experience and qualifications.
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.
Salary : $69,900 - $116,400
