Customer Advocate & Operations Liaison

JELD-WEN is currently seeking a Customer Advocate & Operations Liaison to join our growing team.

The Role

The Customer Advocate & Operations Liaison serves as the single point of ownership for customer-impacting issues at the plant level. This role bridges Plan Operations, Customer Service, and Sales to proactively manage escalations, backorders, and interplant coordination in a consistent and transparent manner. This position is designed to bring clear ownership, interface clarity, and system discipline to how customer issues are managed – reducing fragmentation, improving consistency in customer communication, and minimizing operational disruption within the plant.

Key Responsibilities

• 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.
  
  

What does a typical day in this role look like?

• Reviewing Salesforce cases and ERP data to identify aging issues, at‑risk orders, or emerging customer impacts requiring attention.
• Triage and coordinate resolution of new and ongoing escalations by partnering with schedulers, plant leaders, Customer Service, Sales, and automation teams.
• Participating in daily plant or attainment meetings and relevant production or scheduling reviews to align on priorities, constraints, and customer commitments.
• Communicating resolution paths, updates, and timelines back to Customer Service and Sales to support consistent customer messaging.
• Supporting interplant order transfers by ensuring proper documentation, SOP adherence, and coordination across facilities.
• Tracking recurring issues and patterns to identify opportunities for process improvement and more predictable outcomes.
• Work Environment: Will be working between the front office and the production floor
• Safety and Quality Responsibilities: Must wear appropriate PPE when in the plant environment
  
  

Key Competencies

• Takes clear responsibility for customer‑impacting issues end‑to‑end, follows through on commitments, and ensures issues are driven to resolution without hand‑offs or ambiguity.
• Understands how operational decisions affect customers and consistently represents customer impact in plant‑level prioritization and decision‑making.
• Effectively partners with Plant Operations, Customer Service, Sales, and Scheduling to align priorities and drive outcomes without direct authority.
• Quickly assesses production constraints, backorders, and escalations to identify realistic resolution paths and practical solutions in a dynamic environment.
• Demonstrates strong discipline in system usage (Salesforce, ERP), values accurate documentation, and reinforces standard processes over workarounds.
• Translates operational complexity into clear, timely, and consistent communication for both internal partners and customer‑facing teams.
• Anticipates emerging issues, identifies at‑risk orders early, and takes action to mitigate customer impact before escalation.
• Analyzes escalation trends and root causes, identifies process gaps, and recommends improvements that reduce repeat issues and operational noise.
  
  

Required Qualifications

• 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
• Physical Requirements: lifting should be limited to 50 lbs.
  
  

Preferred Qualifications

• Preferred experience with JW product (windows & doors)
• Experience working in a manufacturing, plant‑based, or operations‑driven environment, with direct exposure to production, scheduling, or capacity constraints.
• Prior experience in customer escalation management, key‑account support, or order fulfillment, particularly in environments with complex products or lead times.
• Familiarity with ERP systems and case‑management tools (e.g., Salesforce, Titan, or similar platforms) and a demonstrated preference for disciplined system usage over manual workarounds.
• Experience supporting or coordinating work across multiple facilities or interplant networks, including transfers, exceptions, or shared capacity models.
• Demonstrated ability to analyze trends, identify root causes, and translate operational data into actionable insights for leaders and cross‑functional partners.
• Experience working closely with Sales and Customer Service teams to align operational outcomes with customer commitments and expectations.
  
  

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. As a global organization, specific benefits may vary, however typically including medical & dental, generous leave policies, 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.