Customer Advocate & Operations Liaison
Job in
Garland, Dallas County, Texas, 75040, USA
Listed on 2026-06-21
Listing for:
Jeld-Wen
Full Time
position Listed on 2026-06-21
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, Customer Success Mgr./ CSM, HelpDesk/Support, Bilingual
Job Description & How to Apply Below
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…
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