Job description

Do you want to work for an industry leader? Then join the team at Pella Windows & Doors! Pella Windows and Doors serve high-end contractors, builders and homeowners. Pella is the leader in quality wood window and doors and has been in the St. Louis area for over 50 years. Our Columbia branch serves Mid MO, including Jefferson City and the Lake of the Ozarks. Our Columbia, MO location offers a state of the art showroom to work out of, and unlimited opportunity. We are seeking an individual to join our team as a Showroom Specialist.

Position Overview

This person will serve as the first point of contact for Pella Showroom customer walk-ins and call-ins. He/she will be responsible for entering and updating customer information in sales’ online lead management systems. This person contributes to branch revenue by nurturing “first-contact” events and existing sales relationships, by providing excellent customer service in whatever job capacity he/she performs, and is an expert in providing prospective clients basic direction in the areas of product and installation options. This position will be an ambassador, guiding customers through a first-hand experience of our brand, products and digital tools in a new state of the art showroom. In addition, he/she will provide administrative support to the outside sales representative(s) and sales management scheduling in-home appointments.

PRINCIPAL DUTIES AND RESPONSIBILITIES include the following, but are not limited to:

Sales Duties and Responsibilities

• Displays and/or demonstrates product in showrooms and/or consumer home shows, using samples or catalogs, emphasizing features and benefits of Pella® products.
• Is knowledgeable about, and articulate when discussing, subjects related to Pella products (features, advantages, and benefits), installation methods, the sales/purchasing process and details related to the formal segmentation of our business (for the purpose of correctly-directing the customer’s journey with Pella).
• Answers and accurately directs customer calls for both internal and external customers by asking leading questions and prequalifying. Sets proper customer expectations regarding the retail replacement sales and fulfillment process, the Trade sales process (as necessary), and with regard to Customer Care processes.
• Qualifies call-in and walk-in customers by using the “Showroom Questionnaire” sheet to obtain detailed information to set sales appointments for outside sales representatives (Replacement).
• Inputs and maintains accurate information in lead management software.
• As requested by management, captures traffic, leads and appointments.
• Maintains showroom for orderliness and neatness to ensure a favorable and hospitable setting for all customers, including but not limited to straightening and cleaning of sales displays and samples, and organizing and maintaining literature racks.
• Has a working knowledge and understanding of necessary integrated systems and processes; practices self-development via online courses and monitors MyPella.com for product updates. Maintains awareness of competitive products as is possible.
• Administers, verifies and communicates accurate product or customer information by researching needs and questions with customers, service, project coordinators, outside sales representatives and management.
• Meets company safety requirements by keeping work area neat and clean, following all company safety policies and procedures, and reporting any safety concerns.
• Supports PW&D, Inc.’s key imperatives for customer satisfaction.
• Comfortable interacting with architects/designers, builders/contractors and homeowners.
• From time to time, completes a sales transaction, which may include handling deposits (checks, credit cards).
• Enter and track pending trips and tasks
• File Paperwork as needed
• Learn all sales and service programs (PDQ, OMS, Customer Service)
• Stay current on all product, production, and operating procedures and be knowledgeable of each department and its respective duties
• Initiate follow ups on missed, canceled and invalid appointments, gathering information ensuring that we met the expectations of the customer. Also ensuring that the representatives reasons for not executing the appointment are correct.

Skills and Knowledge

• Energetic personality
• Skilled at relating to and supporting a variety of customers
• Strong organizational, time management and problem-solving skills
• Self-starter, demonstrated a strong work ethic and responsiveness to customer needs
• Created a send of trust and reliability with internal and external customers
• Able to maintain open and effective communication with cross functional teams
• Works collaboratively with customers and Pella team members
• Works well without close supervision keeping management informed

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 for individuals with disabilities to perform the essential functions.

Education and/or Experience

Must have high school diploma or GED; associate or technical degree preferred. Minimum 0 – 2 years of 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® Office — Word, Excel, Outlook and PowerPoint software applications — is required. Showroom Specialist will be expected to develop working knowledge of Pella’s proprietary software (e.g., PQM, ACE).

Communication Skills

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

Professional Skills

Must be an optimistic and positive team player and exhibit a strong desire to learn and promote self-growth. Must be proactive, self-disciplined and self-motivated and demonstrate the 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, co-workers and managers. Must present 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. Must be able to apply common-sense understanding to carry out detailed written and oral instructions.

Mathematical Skills

Skills required include the 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 and walk; use hands to type or feel; reach with hands and arms; and talk and 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 typical office and home show environments. The noise level of this job is typically moderate. Employees in office positions may occasionally enter warehouse work areas.

ADDITIONAL AND SPECIFIC JOB RESPONSIBILITIES: These are additional specific tasks that could be expected of a Showroom Specialist.

Administrative and Support Functions:

• Open/close showroom daily
• Fill out office “lead/opportunity” tracking forms
• Order supplies — coffee, water, paper, cleaning supplies
• Support take-off meetings, quoting, proposals and payments for trade customers
• Handle miscellaneous service — returned goods, service module, reorders
• Receive and distribute mail
• Make outbound calls
• Receive incoming calls and manage or schedule appropriately
• Plan/assist with showroom events
• Provide major event support (home shows, trade shows, consumer shows, etc.)
• Display promo materials
• Ensure office is kept clean and orderly and maintain displays

Job Types: Full-time, Part-time

Pay: $15.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 4 hour shift
• 8 hour shift
• Day shift
• Monday to Friday
• Weekend availability

Work Location: In person

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