Coordination Support Specialist

The primary responsibility for this position is to serve as the contact for customers, contractors and outside salespeople in regard to installations, recoveries, returns, organizing and coordinating the transfer of product into the warehouse, and delivery of product to the job site. As well as handle service calls as needed to fulfill customer needs and service requests.

Responsibilities

• Manage Retail Projects in Pella Service and Installation [PSI] and Order Management System [OMS]
• Monitors installation revision dates to ensure timely shipping, transfer, and delivery of product into the warehouse.
• Assume all communication responsibilities with the customers regarding their projects
• Responsible for daily PSI updates with Installation Manager
• Responsible for coordinating product ordering for Recoveries, including rescheduling with the customer.
• Processes returned merchandise via the Returned Goods Authorized [RGA] process to facilitate customer refunds and company cancellation fees. 
• Coordinates service repair arrangements between the Service Techs and homeowners and/or builders.
• Back up Retail Purchaser: assist in booking orders and recoveries as necessary to cover for absences and excessive workload
• Responsible for cataloging pictures of jobs sites both prior to and after installation for marketing as well as liability.
• Set up and coordinate all custom finishing and value added services with sub-contractors to maintain installation date.
• Answers multi-line phone systems and routes calls accordingly.
• Ability to work closely with a diverse group of customers
• Create Service Events
• Assist customers with questions and concerns
• Provide support and work with customers remotely to implement solutions
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
• Communicate project information to various departments and maintain the project information files
• Maintain communication through phone and email with internal and external customers
• Ensure resolution to technician within the expected timeline
• Manage warranty, billing, and tracking of parts within Service
• Confirms accurate orders and availability of parts
• Follows company core values: Integrity, Accountability, Leadership, Respect

Minimum Qualifications

• Two years of related sales assistant experience, ideally in the construction industry.
• Computer proficiency and the skill and ability to use company software (specifically PSI & OMS) and product scanners.
• Ability to sell.
• Ability to accurately calculate figures and apply concepts of basic accounting.
• Ability to establish rapport, present information, and respond to questions from contractors and sales.
• Problem resolution skills.
• Ability to partner with sales to meet and exceed customer’s service expectations.
• Time management skills.
• Multi-task orientation.
• The ability to get along with others.

Supervisor Responsibilities

Work Environment

• Prolonged periods of sitting at a desk.
• Extensive use of computer, keyboard and other office equipment.
• Often communicating with customers in person or on the phone.
• Occasional walking and lifting may be required.

Important information