Job Description

Position Overview

This person will serve as the first point of contact for the Pella showroom customer. This person will be responsible for understanding customer’s needs and wants and presenting respective solutions. This person will be responsible for presenting a compelling case for customers to choose Pella. Responsible for entering and updating customer information in the Pella ACE/CRM system, providing a project quotation or cost detail and/or scheduling in-home appointments. This position will be an ambassador, guiding customers through a first-hand experience of our brand, products, and digital tools.

Responsibilities/Accountabilities include the following, but are not limited to:

• Displays and/or demonstrates product in Showrooms and/or consumer home shows, using samples, digital tools and/or collateral, emphasizing features and benefits of Pella products.
• Answers and accurately directs customer calls for both internal and external customers by asking leading questions and pre-qualifying. Sets proper customer expectations regarding the Retail Replacement process.
• Qualifies call-in and walk-in customers to set sales appointments for Outside Sales Representatives.
• Inputs and maintains accurate information in lead management software (ACE/CRM). Captures traffic, leads and appointments.
• Ability to read and interpret blueprints.
• Follows a structured sales process and delivers project quotation or cost detail. Completes sales transactions which may include handling deposits (checks, credit cards).
• Plan/organize, manage and attend showroom events. Lead presentations or training sessions as needed. Ability to work weekend and evening hours.
• Comfortable interacting with architects/designers, builders/contractors and homeowners.
• Develop relationships with local industry or trade groups. Attend events as needed.
• Has a working knowledge of all integrated systems/process understanding and practices self-development via online courses and monitor MyPella for product updates. Keep an updated awareness of competitive products.
• Administers, verifies, and communicates accurate product or customer information by researching needs/questions with customers, Service, Project Coordinators, Outside Sales Representatives and Management.
• Provides administrative support for Outside Sales Representatives and Management.
• Willingness to travel to other showrooms for coverage if needed.
• Initiates office stock orders by reviewing on-hand versus suggested levels of supplies, literature, and product samples.
• Maintains showroom for cleanliness and neatness to ensure a favorable and hospitable setting for all customers, including but not limited to: dusting, cleaning windows, taking out garbage. Responsible for taking the appropriate action and contacting those required to resolve showroom concerns. (i.e.; product repair, electrical issues, plumbing needs, etc.)
• Meets company safety requirements by keeping work area neat and clean, following all company safety policies and procedures, and reporting any safety concerns.
• Supports Pella’s key imperative for customer satisfaction.

Skills/Knowledge:

• Skilled at relating to and supporting a variety of customers
• Strong organizational, time management and problem-solving skills
• Self-starter, demonstrates a strong work ethic and responsiveness to customer needs
• Able to work with details, complexity and follow through
• Creates a sense of trust and reliability with internal and external customers, leads by example
• Able to maintain open and effective communication with cross functional teams
• Works collaboratively with customers and Pella team members
• Eye for detail and appreciation of design
• Energetic personality
• Adaptable to changing processes and priorities
• Works well without close supervision, but always keeps their manager informed

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education And/or Experience

Must have High School Diploma or GED. Bachelor’s degree (B. A.) or Associate’s degree (A.A.) preferred; or one to two years related experience and/or training, or equivalent combination of education and experience. Prior knowledge of general construction applications and terminology and/or window and door applications or components is desirable but not required. Familiarity with design and reading/interpreting blueprints preferred.

Language And Communication Skills

Ability to read and analyze documents related to contracts and work documents. Ability to write reports and business correspondence. Ability to verbally present information and respond to questions from customers, managers, and the general public.

Professional Skills

Must present a clean and neat physical appearance and strictly abide by company dress code serving as a role model for other employees, customers, and visitors.

Reasoning Abilities/Mathematical Skills

Ability to solve practical and arithmetic problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to perform calculations using units of money, time, measurement, etc. Ability to calculate figures and amounts such as proportions, percentages, area, length, width, height, and depth. Ability to apply basic concepts of algebra, geometry and general business math.

Computer Skills

Proficiency with Microsoft® Word, Excel, Outlook and Power Point software applications and will be expected to develop proficiency with Pella’s proprietary software (PQM, ACE, CRM, PSI, etc.).

Physical Demands

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus. Time commitment required of this position will vary with the seasons.

About Pella Corporation

As the #1 most-preferred national window and door brand by homeowners across the country, Pella Corporation leads the industry in innovation and design. Founded in 1925, today the Pella Family of Brands encompasses a robust product offering sold and installed through various channels. We are a growing, privately owned company with 18 manufacturing locations and over 10,000 team members in the U.S. and Canada. Pella is consistently recognized as a great place to work by Newsweek , Forbes and Glassdoor , having most recently been named to America’s Greatest Workplaces for Diversity by Newsweek in 2024, as well as Forbes ' 2024 Best Employers for Women and Best-In-State Employer in Iowa. We have also received numerous accolades for innovation and design, including Fast Company’s Best Workplaces for Innovators in 2024 and Most Innovative Manufacturers for 2022 and 2023.

At Pella, our team cares deeply, learns continuously and achieves results that go beyond. We encourage creative thinking that seeks out and includes diverse perspectives. And we empower you to do the work you’re most proud of — that’s why we offer individualized talent development plans, cross-functional experiences and opportunities for career advancement through personal and professional development.

With talent just like you, we are imagining, building and fighting for a brighter future for generations to come. Ready to find a career that sparks your passion?

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