Job Description

I. JOB DESCRIPTION

The Service Coordinator is a direct contact role with our customers, both externally and internally coordinating all service repairs or replacements for Pella products. This role serves as primary point of communication for orders and ensures prompt resolution of any issues that arise.
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II. GENERAL DUTIES

Problem solving and conflict resolution

Operate within company policies and procedures.

Perform positively within a goal-oriented environment

Be responsive and proactive in communication to both internal and external customers

Maintain a team attitude

Accept personal responsibility for performance

Be an advocate of Pella Products of Kansas City, beyond the workplace

Professionally and honestly represent products and services without making any false claims or warranties

Provide accurate and correct information from Pella KC to consumers regarding pricing, product instructions, contracts, quotations, and reports.

Effectively utilize various Pella Corp software programs.

Communicate with customers in a positive and effective manner either face-to-face, telephone, email, text or written correspondence.

Meet key performance metrics for department and follow proper processes to reach objectives.

Be responsive, proactive, take ownership in areas of responsibility and work with a sense of urgency in a fast-paced environment.

Maintain a team attitude and have responsibility for performance; demonstrate ownership for adherence to company policies and processes.

Provide all necessary paperwork and related follow-up information to ensure accurate and orderly delivery of products to the customer within the confines of established company production and delivery schedules.

Provide outstanding customer service to both internal and external customers.

Any additional duties that are assigned by management or company officers

QUALIFICATIONS:

Salesforce Experience (Preferred):

Knowledge or experience in the Salesforce industry is beneficial but not required.

Problem-Solving & Critical Thinking:

Ability to analyze challenges, negotiate effectively, and develop strategic solutions.

Communication & Interpersonal Skills:

Strong verbal and written communication skills, with the ability to engage effectively with team members, clients, and stakeholders.

Independent & Team Collaboration:

Ability to work autonomously while also thriving in a collaborative, goal-oriented team environment.

Computer Proficient:

Comfortable using computers industry-related software, and productivity tools.

Strong Attention to Detail:

Highly organized with a keen eye for accuracy and quality in work.

Continuous Learning & Growth Mindset:

Enthusiastic about staying current with industry trends, acquiring new skills and adapting to changes.

Creative & Strategic Thinking:

Ability to approach challenges with innovative solutions and fresh perspectives.

PPKC values our team members and offers a total rewards package that supports the health, life, career and retirement of our team members. The available plans and programs include
Health insurance plan options with low out-of-pocket premiums that include prescriptions, behavioral health, and telemed services. Wellness program and fitness device reimbursement with enrollment in a company offered medical plan Additional options for dental (including orthodontia) and vision benefits, 100% company paid life insurance and long term disability insurance with option to buy-up additional coverage health savings account, supplemental health protection plans (accident, critical illness, hospital indemnity) Employee Assistance Program which offers free counseling, financial wellbeing support, and travel resources. 401(k) with company match with access to free financial planning and consulting services * Paid Time Off and Volunteer Time Off