Brand Ambassador / Delivery Coordinator

Position Overview:

This person will serve as the first point of contact for the Pella showroom customer and as the Delivery Coordinator for scheduled product deliveries. They 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. They will be responsible for entering and updating customer information in Salesforce, 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. In addition to assisting walk-in customers, the person will be responsible for the scheduling and routing of deliveries. This includes coordinating delivery logistics, contacting the customer when their product arrives, confirming delivery windows, and ensuring a smooth handoff between the showroom, warehouse, and customer.

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

• Displays and/or demonstrates product in our Experience Center 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 customer journey.
• Qualifies call-in and walk-in customers to set appointments for Outside Sales Representatives.
• Inputs and maintains accurate information in lead management software (Salesforce). Capture traffic, leads and appointments.
• Plan/organize, manage, and attend showroom events.
• Comfortable interacting with architects/designers, builders/contractors, and homeowners.
• Administers, 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.
• Initiate’s office stock orders by reviewing on-hand versus suggested levels of supplies, literature, and product samples.
• Coordinates the scheduling and routing of product deliveries. Contacts customers upon product arrival to confirm delivery details, preferred time windows, and any special instructions. Works with the warehouse, drivers, and Outside Sales Representatives to ensure accurate and timely delivery scheduling. Tracks delivery status and resolves scheduling conflicts or customer concerns related to deliveries.
• 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.
• Supports Pella’s key imperative for customer satisfaction.

Skills/Knowledge:

• Energetic personality
• Skilled at relating to and supporting a variety of customers.
• Strong organizational, time management and problem-solving skills, including the ability to manage multiple delivery schedules and customer communications efficiently.
• Demonstrates a strong work ethic and responsiveness to customer needs.
• 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, including warehouse, drivers, Outside Sales Representatives, and Project Coordinators regarding delivery logistics.
• Works collaboratively with customers and Pella team members
• Eye for detail and appreciation of design
• Works well without close supervision, but always keeps their manager informed.
• Ability to coordinate logistics, confirm appointments, and communicate clearly with customers regarding delivery timing and expectations.

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 High School Diploma or GED. Bachelor’s degree (B. A.) or associate degree (A.A.) preferred; or one to two years related experience and/or training, or equivalent combination of education and experience. Prior knowledge of general construction applications and terminology and/or window and door applications or components is desirable but not required. Familiarity with design and reading/interpreting blueprints preferred. Experience with scheduling, logistics coordination, or customer delivery communication is a plus.

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 public. Strong phone and email communication skills for coordinating delivery appointments and confirming product arrival with customers.

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.

Reasoning Abilities/Mathematical Skills:

Ability to solve practical and arithmetic problems and deal with a variety of concrete variables in situations where only limited standardization exists. 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. Ability to prioritize and adjust delivery schedules based on product availability, customer preferences, and routing efficiency.

Computer Skills:

Proficiency with Microsoft® Word, Excel, Outlook, and Power Point software applications and will be expected to develop proficiency with Pella’s proprietary software (PQM, ACE, CRM, PSI, etc.). Comfortable using scheduling or routing tools (or learning Pella’s delivery coordination systems) to manage appointments and track product arrivals.

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.

Job Type: Full-time

Pay: $20.00 - $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Work Location: In person