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Customer Advocate – Operations Liaison
JELD-WEN, Inc.Customer Advocate & Operations Liaison at Jeld-Wen managing plant-level customer issues and escalations. Ensuring operational effectiveness and clear communication within customer service and sales teams.
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Own plant‑level customer escalations end‑to‑end, serving as the single point of accountability for resolving customer‑impacting issues related to delays, backorders, production constraints, and downtime.
- Establish clear ownership, interface clarity, and disciplined system use to ensure consistent handling of escalations and backorders across Plant Operations, Customer Service, and Sales.
- Act as the customer advocate within plant operations, representing customer impact in prioritization, decision‑making, and cross‑functional discussions.
- Ensure consistent, accurate documentation and visibility of issues through Salesforce and ERP systems, reinforcing standard processes and eliminating ad hoc tracking methods.
- Drive continuous improvement by analyzing escalation trends and root causes and providing data‑driven insights to leadership to reduce recurring issues and improve operational effectiveness.
Requirements
What you’ll need- Bachelor’s degree and 2-3 years of experience in customer service, operations, supply chain, or manufacturing support role, or an equivalent combination of education and experience.
- Strong understanding of order management, backorders, and lead-time dependencies
- Experience working cross-functionally with Plant, Customer Service, and Sales teams
- Proficiency with Salesforce and ERP systems (Titan preferred)
- Excellent written and verbal communication skills
- Proven ability to manage multiple priorities and drive issues to resolution
- lifting should be limited to 50 lbs.
Benefits
Comp & perks- medical & dental
- generous leave policies
- retirement program
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
order managementbackorderslead-time dependenciesdata analysisroot cause analysis
Soft Skills
communicationproblem-solvingprioritizationcross-functional collaborationcustomer advocacy
Certifications
Bachelor's degree