Showroom Experience Coordinator

Role Summary
The Showroom Experience Coordinator will serve as the first point of contact for the Pella showroom customer walk-ins and call-ins. The individual in this role will be responsible for entering and updating customer information in Pella’s online lead management systems. This role requires lead nurturing, excellent customer service, and expertise in presenting customer solutions for customers' needs and wants. In addition, the Showroom Experience Coordinator will provide administrative assistance to the Outside Sales Representative(s) and sales management.

Principal Duties and Responsibilities include the following, but are not limited to:

• Displays and/or demonstrates product in Showrooms and/or consumer home shows, using samples or catalogs, 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 by using the Consumer Profile sheet to obtain detailed information to set sales appointments for Outside Sales Representatives.
• Inputs and maintains accurate information in lead management software (ACE & CRM).

• As requested by management, captures traffic, leads, and appointments. 

• Prepares activity reports using required systems and software.

• Follows up with potential customer leads generated by either phone calls or walk-ins.

• Assists customers with requests for product service.

• Maintains showroom for cleanliness and neatness to ensure a favorable and hospitable setting for all customers, including but not limited to, dusting, cleaning windows, and/or 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.).

• Provides administrative support (i.e. Mailers, Calls, PQM Quoting) for Outside Sales Representatives and management.

• Has a working knowledge of all integrated systems/process understanding and practices self-development via online courses and monitors MyPella for product updates. Keeps a current 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.

• Ensure retail locations are properly manned and maintained. 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.

• 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.

• Assists with showroom training for new hires from various departments within the branch.

• From time to time, complete a sales transaction, which may include handling deposits (checks/credit cards).

• Promotes and facilitates continuous improvement activities in the department.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The qualifications, physical demands and work environment characteristics listed below are representative of the knowledge, skill, and/or ability required to successfully perform the job.   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, 1-2 years in customer service, or general business experience preferred.  Prior knowledge of general construction applications and terminology and/or window and door applications or components is desirable but not required.

Computer Skills
Proficiency with Microsoft® Word and Windows, Excel, Outlook and PowerPoint software applications and will be expected to develop working knowledge of Pella’s proprietary software (i.e. PQM, SOL, OMS, etc.).

Communication Skills
Excellent verbal and written English language skills are required as well as good public relations, public speaking, and customer service skills.  Ability to read, interpret, understand and explain documents such as sales processes, product specifications or warranty manuals. Ability to effectively present information to others, gather information from others, and respond appropriately to questions from customers, coworkers and managers.  Must display excellent phone and email etiquette. Must present an appropriate attitude for the situation when interacting with customers or coworkers.

Professional Skills
Must be an optimistic and positive team player and exhibit a strong desire to learn and promote self-growth.  Must be pro-active, self-disciplined, self-motivated, and have a demonstrated ability to follow projects through to completion. Attention to detail is required. Must be able to demonstrate organizational skills, prioritize tasks, and meet deadlines.  Must be able to develop trust, respect, and confidence of customers, coworkers and managers. Must present in a clean and neat physical appearance.  Must be able to investigate issues and resolve conflict in the best interests of the business and our customers. Ability to apply commonsense understanding to carry out detailed written and oral instructions.

Mathematical Skills
Ability to subtract two-digit numbers and to multiply and divide with 10s and 100s.  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.

Physical Demands
While performing the duties of this job, the employee is regularly required to stand; walk; use hands, type or feel; reach with hands and arms; and talk or hear.  The employee is occasionally required to sit, stoop, or crouch. The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.  Time commitment required of this position will vary with the seasons.

Work Environment
Work environment with this job primarily includes the typical office environment. The noise level of this job is typically moderate. Employees in office positions may occasionally enter warehouse work areas.