Trade Sales Support Specialist

Position Overview

The Trade Sales Support Specialist will serve as the key point of contact for the Trade Sales Team. They will provide expert support including but not limited to, job site visits and install techniques, training, collections, and after-sale care. Develops relationships with Pella customers and continually works to improve the overall customer experience, and enable growth as measured by market share/net sales and profitability.

The Trade Sales Support Specialist may spend a portion of their time each workweek outside at customer locations in preparation for product delivery and follow-up.

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

• Conducts job site visits and walk-throughs as necessary to ensure readiness for delivery and installation; provide training/feedback on Pella product installation as necessary

• Assists and coordinates requests for after-sales service and follow ups, expediting customer resolutions where possible

• Develops and maintains proficiency and knowledge of Pella Products, services, processes and residential construction practices, including installation techniques

• Practices self-development via online courses and monitors MyPella for product updates

• Supports Pella’s key imperatives for customer satisfaction

• Prepares reports using Pella systems and software as required by management

• Meets company safety requirements 

• May be required to assist with training for new hires from various departments within the branch

• Periodic travel to other Company locations, customer locations and job sites, as necessary

Skills/Knowledge:

• Provides a high level of customer service in line with Pella’s Customer Experience Culture

• Able to maintain open and effective communication with cross functional teams

• Skilled at relating to and supporting a variety of internal and external customers

• Strong organization, time management and problem-solving skills

• Demonstrates a strong work ethic and responsiveness to customer needs

• Able to work with details, complexity, and follow through

• Adaptable to changing processes and priorities

• Works well without close supervision but always keeps their manager informed

• Proficiency with Microsoft Office and smart devices, and ability to learn internal software programs and applications

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, 1-3 years’ experience in a field service/support role preferred. Prior knowledge of general construction and/or window and door applications is desirable but not required.    Must have the ability to manage multiple-tasks in an environment of constant interruptions and be able to prioritize responsibilities.  Must have a valid driver’s license and comply with the Company’s motor vehicle record requirements.

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, customer and visitors.

Reasoning Abilities

Ability to solve practical and arithmetic problems and deal with a variety of concrete variables in situations where only limited standardization exists. 

Physical Demands 

While performing the duties of this job, the employee is regularly required to drive an automobile, 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 regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds using proper lifting techniques. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus. The noise level in the work environment varies between low to moderate in administrative offices and to moderate on constructions sites.

Travel

The vast majority of travel will be local. Must be able to drive to showrooms, job sites and customer/contractor locations and required company functions at various locations.