Brand Ambassador

The Brand Ambassador serves as a first point of contact for the customer, creating a welcoming environment for customers, answering product questions, scheduling sales appointments, maintain reports, create and post social media content, manage on-site events and attend off-site events. This role embodies the Pella brand and focuses on the customer experience.  The ideal candidate will enjoy the variety offered in this role and be flexible to adjust to coverage at two showrooms.  This full-time position works on-site at our state-of-the-art Pella Showrooms in Oakville (primarily) and Toronto (secondary/float coverage).  Schedule is Tuesday - Friday 8am - 5pm and Saturday 9am-3pm.

Showroom locations: 1195 North Service Rd W, Oakville ON and 1820 Bayview Ave, Toronto ON 

Responsibilities/Accountabilities includes the following, but not limited to:

• Displays and/or demonstrates product in the assigned location and/or at 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).  Capture traffic leads and appointments. 


• Ensure displays are properly working and repairs are requested and completed in a timely manner. 


• Support the planning and organizing of events and attend as appropriate. Ability to work weekend and evening hours.


• Comfortable interacting with architects/designers, builders/contractors and homeowners. 


• Execute social media creation and posts.


• Maintains strong knowledge of all products, systems and processes, and stays up to date with competitive information.


• Ability to address or direct customer questions and concerns to the appropriate internal departments. 


• Willingness to travel to other showrooms for coverage if needed.


• Maintain the required level of office supplies, literature, and product samples for showroom and Sales Representatives based on market needs.


• 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. 


• Meets company safety requirements by keeping work area neat and clean, following all company safety policies and procedures, and reporting any safety concerns.

Skills/Knowledge 

• Energetic personality


• 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


• 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.  AA or Technical degree preferred, 0-2 year’s customer service, or general business experience preferred.  Prior experience as a Showroom Specialist and/or knowledge of general construction applications and terminology and/or window and door applications or components is desirable, but not required. 

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.