Job Description

Position Overview:

This person will serve as the first point of contact for the Pella showroom customer. They will understand customers' needs and wants and present solutions. This person will be responsible for delivering a compelling case for customers to choose Pella. They will be responsible for entering and updating customer information in the Pella CRM system, providing a project quotation or cost detail, and/or scheduling in-home appointments. As a Showroom Specialist, this position will be an ambassador, guiding customers through a first-hand experience of our brand, products, and digital tools.

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

• Displays and/or demonstrates product in Showrooms and/or consumer home shows, using samples, digital tools, and/or collateral, emphasizing features and benefits of Pella products.
• Answers and accurately directs customer calls for both internal and external customers by asking leading questions and pre-qualifying. Sets proper customer expectations regarding the Retail Replacement process.
• Qualifies call-in and walk-in customers to set sales appointments for Outside Sales Representatives.
• Inputs and maintains accurate information in lead management software (Salesforce). Capture traffic, leads, and appointments.
• Supports showroom marketing efforts by assisting with social media content, coordinating promotional events, and executing local outreach campaigns.
• Ability to read and interpret blueprints.
• Follows a structured sales process and delivers a project quotation or cost detail. Completes sales transactions, including handling deposits (checks, credit cards).
• Plan/organize, manage, and attend showroom events. Lead presentations or training sessions as needed. Ability to work weekend and evening hours.
• Comfortable interacting with architects/designers, builders/contractors, and homeowners.
• Develop relationships with local industry or trade groups. Attend events as needed.
• Has a working knowledge of all integrated systems/process understanding and practices, self-development via online courses, and monitors MyPella for product updates. Keep an updated awareness of competitive products.
• Administers, verifies, and communicates accurate product or customer information by researching needs/questions with customers, Service, Project Coordinators, Outside Sales Representatives, and Management.
• Provides administrative support for Outside Sales Representatives and Management.
• Willingness to travel to other showrooms for coverage if needed.
• Initiates office stock orders by reviewing on-hand versus suggested levels of supplies, literature, and product samples.
• Maintains the showroom's cleanliness and neatness to ensure a favorable and hospitable setting for all customers, including but not limited to dusting, cleaning windows, and taking out garbage. Responsible for taking the appropriate action and contacting those required to resolve showroom concerns (i.e., product repair, electrical issues, plumbing needs, etc.).
• Meets company safety requirements by keeping work area neat and clean, following all company safety policies and procedures, and reporting any safety concerns.
• Supports Pella’s key imperative for customer satisfaction.

Skills/Knowledge

• Energetic personality
• Excellent customer experience skills related to and supporting a variety of customers
• Skilled at relating to and supporting a variety of customers
• Strong organizational, time management, and problem-solving skills
• Familiarity with basic digital marketing tactics, including social media, event promotion, and customer engagement strategies.
• Self-starter, demonstrates a strong work ethic and responsiveness to customer needs
• Able to work with details and complexity, and follow through
• Creates a sense of trust and reliability with internal and external customers, leads by example
• Able to maintain open and effective communication with cross-functional teams
• Works collaboratively with customers and Pella team members
• Eye for detail and appreciation of design
• Adaptable to changing processes and priorities
• Works well without close supervision, but always keeps their manager informed

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 a High School Diploma or GED. A bachelor’s degree (B.A.) or associate’s degree (A.A.) is preferred, as well as one to two years of related experience and/or training, or an equivalent combination of education and experience. Prior knowledge of general construction applications, terminology, and/or window and door applications or components is desirable but not required. Familiarity with design and reading/interpreting blueprints is preferred.

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 the company dress code, serving as a role model for other employees, customers, and visitors.

Reasoning Abilities/Mathematical Skills

Ability to solve practical and arithmetic problems and deal with various concrete variables in situations with limited standardization. Ability to perform calculations using units of money, time, measurement, etc. 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.

Computer Skills

Proficiency with Microsoft® Word, Excel, Outlook, and PowerPoint software applications is expected, and will be expected to develop proficiency with Pella’s proprietary software (PQM, ACE, CRM, PSI, etc.).

Physical Demands

While performing the duties of this job, the employee is regularly required to 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 occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus. The time commitment required of this position will vary with the seasons.

Job Tags

Similar Jobs