Coordination Support Specialist

Responsibilities

• Manage Retail Projects in Pella Service and Installation [PSI] and Order Management System [OMS]
• Maintains installation revision dates to ensure timely shipping, transfer, and delivery of product into the warehouse.
• Communicates with customers regarding their projects.
• Updates daily PSI with Installation Manager.
• Coordinates 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.
• Captures service repair arrangements between Service Techs and homeowners or builders.
• Backs up Retail Purchaser: assists in booking orders and recoveries as necessary to cover for absences and excessive workload.
• Catalogs pictures of jobs sites both before and after installation for marketing and liability purposes.
• Sets up and coordinates all custom finishing and value-added services with sub-contractors to maintain installation dates.
• Answers multi-line phone systems and routes calls accordingly.
• Works closely with a diverse group of customers.
• Creates Service Events.
• Supports and works with customers remotely to implement solutions.
• Gathers customer information and determines issues by evaluating and analyzing symptoms.
• Communicates project information to various departments and maintains project information files.
• Maintains communication through phone and email with internal and external customers.
• Ensures resolution to technicians within the expected timeline.
• Manages warranty, billing, and tracking of parts within Service.
• Follows company core values: Integrity, Accountability, Leadership, Respect.

Requirements

• 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.

Supervisor Responsibilities

There are no supervisory responsibilities at this time.

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.