Customer Service Week: The People Behind Every Customer Experience

Neil Purkhiser

Customer Experience Operations Excellence

Q: Do you have a specific customer service story you'd like to share?

A: One of my favorite experiences started with a phone call from a builder working on a military base remodel. What began as helping a customer grew into a company-wide collaboration involving Sales, Product Line Management, Manufacturing and other teams, resulting in a customized solution and additional business opportunities.

Q: What does Together, We Build Better mean to you?

A: To me, it means collaboration. When people share knowledge, communicate openly and bring different perspectives together, we can accomplish far more than we could independently.

Q: What makes the people you work with special?

A: Everyone brings unique experiences, expertise and personalities to the table. By valuing those differences, we're able to build something better together than any one person could create alone.

Nicole Everett

Customer Care Representative

Q: What does Together, We Build Better mean to you?

A: It means approaching work with quality, accountability and teamwork. I strive to set others up for success and ensure the best outcome possible for both our customers and JELD-WEN.

Q: What's one thing people would be surprised to learn about our customer service department?

A: We are a diverse group with different strengths and skills, but we're united by our commitment to supporting one another and delivering exceptional service to our customers.

Surinder Ajimal

Customer Care Representative

Q: What do you enjoy most about working in customer service?

A: What I enjoy most is turning difficult situations around. There is genuine satisfaction in helping a customer feel heard, supported and confident that a solution is on the way.

Q: Can you share a positive customer interaction you'll never forget?

A: Near the end of my shift, a homeowner called during a storm needing immediate assistance with a window issue while caring for a two-month-old baby. I stayed on the call, opened a case and arranged service for the next morning. Knowing I helped relieve some of that stress made a lasting impression on me.

Q: What does Together, We Build Better mean to you?

A: It means the best outcomes happen when Customer Service, Sales, Purchasing, Production and Field Service work as one team. When we support one another and take ownership together, we create better experiences for our customers.