Customer Care & Sales Support Coordinator

Summary
The customer care/sales support coordinator is a multi-functional role responsible for providing overall sales & service support at our Mountain West location.  The customer care rep will answer and direct all inbound calls, qualify walk-in and phone-in sales customers, schedule customer service events, order Pella parts and products for service calls, and coordinate communications between customers, sales representatives, and service technicians.  The successful candidate will be a team player and problem solver who can demonstrate initiative, accuracy, and follow-through.  Strong organizational skills, multi-tasking and prioritizing while working in a fast paced environment required.

Compensation
This full-time hourly position pays between $15 and $20/hour; commensurate with education and experience.  Overtime and some Saturday shifts may be required.  The position includes full company benefits.

Essential Duties & Responsibilities

• Qualify customers via telephone and in person for an appropriate sales presentation, provide factual information to customers
• Advance the sales process by setting appointments for the Outside Sales Representatives
• Produce accurate quotes for Pella window and door products using proprietary software
• Purchase products from Pella and approved vendors to successfully meet customer need dates
• Coordinate service calls, installation, and delivery dates
• General clerical and administrative duties as needed
• Answer inbound calls from external and internal customers and diagnose performance issues with windows and doors
• Schedule service technicians to complete assigned service tasks
• Order products and parts for successful completion of service events
• Track service events from inception to completion – provide status updates to customers, sales personnel, and management
• Manage customer payments for charge work and apply for appropriate credit from Pella Corporation for warranty work
• Approach every situation with a commitment to customer satisfaction and a service ethic that demonstrates that we will never abandon our Pella customers

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience
Bachelors Degree Preferred plus one year related experience and/or training or the equivalent combination of education and experience.

Language Skills
Candidate must demonstrate strong written and verbal communication skills, the ability to effectively communicate with customers that may be confrontational, diplomacy in working with both internal and external customers.  Candidate must have ability to write reports, business correspondence, and procedures.  The successful candidate will have the ability to effectively present information and respond to questions from managers, clients, customers, and the general public.

Technology Skills
Candidate will be tested for the ability to navigate in a Microsoft Windows environment; including Word, Excel, Outlook and Access.  Candidate must have solid PC computing skills and the ability to learn proprietary software. 

Mathematical Skills
Candidate must have ability to calculate figures and amounts such as discounts, size conversions, proportions, percentages, area, circumference, and volume.  Candidate must show the ability to apply basic concepts of algebra and geometry.

Reasoning Ability
Candidate must have ability to define problems, collect data, establish facts, and draw valid conclusions.  The ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables is an integral part of this position.

Physical Abilities
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and talk or hear.  The employee is occasionally required to sit; stoop, kneel, crouch, or crawl; and taste or smell.  The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. 

Work Environment
The work environment characteristics described here are representative of those the employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is infrequently exposed to moving mechanical parts and outside weather conditions.  The noise level in the work environment is usually moderate.

Work Schedule:
The work schedule for this position will primarily be 8:00 a.m. to 5:00 p.m., Monday – Friday.  Some overtime, evenings, and weekend duties may be included.  Schedule may change at the discretion of the Sales Manager.

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