Pella Windows & Doors of North Carolina and Southwest Virginia

Customer Support

• Gather information via incoming calls and emails from customers to quickly, professionally and accurately answer product and service questions
• Diagnose service issues; process service requests; schedule service appointments based on customer product, time and labor requirements
• Provide quotes to customers and order necessary service parts
• Research and troubleshoot product issues from customer in an accurate and timely manner
• Update customer files (electronic files in Pella Service System) each time contact is made and close file when job is completed
• Research parts needed using resources such as subject matter experts and PERL to ensure parts ordered are accurate
• Enter Pella Credit Requests (PCR) for all warranty parts ordered
• Use phone system proficiently and resolve customer complaints, engaging other departments when needed
• Assist Service Technicians with scheduling, parts orders, directions, and customer communications
• Process customer payments via credit card and schedule delivery method for parts without a technician trip
• Complete confirmation process for customers with time/date of appointment and follow up after event to determine service level obtained
• Meet or exceed monthly metrics goals, including CSR, quality, and productivity goals; promote and facilitate continuous improvement activities in the department

Customer Service Representative

Sales

• Represent the Pella brand, products, and services by building relationships with key influencers within assigned territory(ies) and accounts.
• Responsible for selling activities to generate sales and reach defined goals within assigned territory(ies) and/or account(s).
• Serve as communication link between the customer, outside sales, and the company to ensure customers receive full benefit of Pella’s products and services.
• Ownership of assigned territory(ies) and/or account(s), creating a business plan and exercising independent judgment.
• Sales solicitation via outbound calls, quoting assistance, quote follow-up, large job assistance/comparison bids, periodic field travel, product training, event marketing, and vendor show activities.
• Proactively conduct virtual training classes demonstrating selling processes, product features/benefits and systems.
• Perform research activities and market analysis and provide strategic recommendations to leadership.
• Work closely with multiple departments to ensure proper communication to customers.
• Accurately read, interpret, and takeoff blueprints to assist customers with new construction builder business growth.
• Maintain detailed, accurate records of all communications and transactions with customers.

Sales Account Relationship Representative

Accountant

• Prepare monthly financial statements for multiple branches
• Execute month-end close procedures, journal entries and cyclical activities (reconciliations, property and sales tax returns)
• Identify, research and report budget and forecast variances to management
• Develop financial models to support business activity
• Prepare monthly reconciliations for balance sheet and income statement accounts
• Compare financial statements across subsidiaries to ensure consistent accounting treatment
• Analyze material costs, GL variances to perpetual inventory, scrap and support physical inventory calculation
• Assist planning and coordination of year-end audits and preparation of annual financial statements
• Maintain and update general ledger accounts in financial systems
• Drive business improvements, continuous improvement activities and internal accounting controls
• Coordinate with other managers and perform special projects as assigned

Senior Accountant – Sales Subsidiaries

Business Analyst

• Telecommuting available from anywhere in US; HQ at Pella, IA
• Support current business systems: issue identification and resolution, functional performance monitoring and tuning, disaster recovery capability
• Analyze business requirements, develop design, manage configuration and integration for new system implementations and upgrades
• Involvement in all aspects of Pella’s Financials and IT from design and implementation to day-to-day support
• Serve as liaison between finance user group and IT groups; advocate for finance regarding financial applications and integrated systems (Oracle E-Business Suite, OneStream, Great Plains, Vertex, Anaplan, FeneTech, PrefSuite, Paradigm)
• Work with managers, IT implementation teams, and business customers to fulfill project goals
• Create an environment of cooperation and teamwork to support timely completion of projects
• Supervise support resources, coordinate testing scenarios, and manage customer relationships in assigned areas
• Support day-to-day activities with troubleshooting skills, including on-call rotation
• Identify and implement process improvements and automation opportunities
• Participate in defining financial systems strategy and system evolution phases: requirements, specifications, configuration, testing, implementation, and training
• Support management through ad hoc data collection, reporting, analysis, and special projects
• Utilize reporting tools (Power BI, XML Publisher), Oracle Finance modules and PL/SQL

Senior Business Analyst – Finance

Account Executive

• Achieving individual sales and customer satisfaction goals and objectives.
• Effectively presenting Pella solutions to customers by executing the Pella Retail Sales Process during the in-home consultation.
• Striving to close the sale during all customer interactions.
• Ensuring quotes and orders are accurate following company sales process.
• Responding to customer concerns and engaging sales support resources to achieve first-time resolution on all customer problems/issues.
• Be available for customer appointments during evenings and weekends, in addition to weekday hours.
• Maintaining an exceptional level of expertise in products/services relating to Pella’s customers, as well as staying abreast of the competitive landscape.
• Conducting after-sales follow-up with customers and developing lead and referral generation.
• Actively represent Pella at company sponsored events, invitations to discuss and/or present Pella products, and/or home shows.
• Strong customer database systems tools capabilities leveraged to manage all customer interactions and proactively communicate to customers.
• Able to quickly earn trust and credibility with customers
• Provide superb customer service and generate referrals from one customer to others
• Skilled at relating to a variety of customers- balances poise and integrity with a service mentality
• Able to negotiate, build value and address objections towards closing a sale
• Works collaboratively with Pella team members and customers
• Able to grasp technical concepts related to general construction
• Strong problem-solving skills
• Energized by meeting and engaging new people, skilled networker
• Tenacious, able to persevere through sales challenges and setbacks
• Demonstrates a strong work ethic, flexible about hours, responsive to customer needs, and willing to be available
• Seeks out internal experts and utilizes their knowledge
• 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

Residential Sales Consultant

• Answering inquiries via phone 90-100% of your day
• Obtaining working knowledge of all products and applicable procedures
• Communicating intelligently and accurately with consumers on technical issues
• Analyzing information, exercising problem solving skills, and being equipped with a high degree of professionalism to ensure customer needs are met
• Maintaining detailed and accurate record of all transactions
• Assisting with the training and mentoring of new personnel

B2B Customer Care Associate

• The CSR is responsible for providing quality customer service to internal and external customers via telephone, email, web service request, fax, or in-person communication. This position ensures all customer service calls and requests are completed timely, accurate, and efficient while maintaining a customer-focused attitude.
• Responsibilities include gathering information to diagnose product and service issues, scheduling service appointments, providing quotes, ordering service parts, and researching issues with SMEs when needed.
• Update customer files and maintain accurate records; process PCRs for warranty parts; resolve complaints by engaging other departments.
• Assist Service Technicians with daily issues; process payments; schedule delivery methods for service parts; confirm appointments and follow up after service to assess satisfaction.
• Meet or exceed monthly metrics; promote continuous improvement within the department; maintain proficiency with phone systems and internal software.
• Required skills include superb customer service, timeliness, adaptability in a fast-paced environment, problem-solving, and effective communication across teams.
• Proficiency with Microsoft Office and ability to learn Pella proprietary software.

The Trade Sales Consultant is an outside sales position responsible for building the Pella brand within the trade industry as their premier choice for window and door solutions. Achieve individual sales goals through a relational selling model throughout all active Pella product offerings. Provide well-rounded solutions, market expertise, and partnership by understanding customer needs and developing relationships with builders, contractors, architects, professional remodelers and trade organizations. Proactively originates new customer relationships through networking, referrals and face-to-face meetings. Help customers grow their business and offer a single point of contact for their ongoing needs. Continually strives for 100% “Very Satisfied” customers, growth as measured by market share/net sales and profitability. The Trade Sales Consultant’s primary duty is outside sales in assigned territory. The territory will cover Paramus, NJ - Rockland County NY. The ideal candidate will live in territory or nearby. The TSC is required to: Spend over 50% of their time at customer sites generating account growth with planned quality meetings; Prospecting to develop a book of business; Independently set their own work hours.