This person will serve as the first point of contact for the Pella showroom customer. He/She will be responsible for understanding customer’s needs and wants and presenting respective solutions. This person will be responsible for presenting a compelling case for customers to choose Pella. He/She will be responsible for entering and updating customer information in the Pella ACE/CRM system, providing a project quotation or cost detail and/or scheduling in-home appointments. This position will be an ambassador, guiding customers through a first-hand experience of our brand, products and digital tools.

Responsibilities/Accountabilities includes the following, but not limited to:

• Maintains showroom for cleanliness and neatness to ensure a favorable and hospitable setting for all customers, including but not limited to: dusting, cleaning windows, 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.
• Assist Project Coordinator on an as needed basis with bookings, install scheduling, inventory management, service issues, collections etc.
• 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 (ACE/CRM). Capture traffic, leads and appointments.
• Follows a structured sales process and delivers project quotation or cost detail. Completes sales transactions which may include handling deposits (checks, credit cards).
• Plan/organize, manage and attend showroom events. 
• 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 monitor 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, Management and Project Coordinator.
• 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.

Skills/Knowledge

· Energetic personality

· Skilled at relating to and supporting a variety of customers

· Strong organizational, time management and problem-solving skills

· Self-starter, demonstrates a strong work ethic and responsiveness to customer needs

· Able to work with details, 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.

Professional Skills

Must present a clean and neat physical appearance and strictly abide by company dress code serving as a role model for other employees, customers, and visitors.

Computer Skills

Proficiency with Microsoft® Word, Excel, and Outlook software applications 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 ability to adjust focus.