Trade Sales Support Specialist

Position Overview

The Trade Sales Support Specialist will serve as the key point of contact for the Trade Sales Team. They will provide expert support including but not limited to, job site visits and install techniques, training, collections, and after-sale care. Develops relationships with Pella customers and continually works to improve the overall customer experience , and enable growth as measured by market share/net sales and profitability.

The Trade Sales Support Specialist may spend a portion of their time each workweek outside at customer locations in preparation for product delivery and follow-up.

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

• Conducts job site visits and walk-throughs as necessary to ensure readiness for delivery and installation; provide training/feedback on Pella product installation as necessary
• Assists and coordinates requests for after-sales service and follow ups, expediting customer resolutions where possible
• Develops and maintains proficiency and knowledge of Pella Products, services, processes and residential construction practices, including installation techniques
• Practices self-development via online courses and monitors MyPella for product updates
• Supports Pella’s key imperatives for customer satisfaction
• Prepares reports using Pella systems and software as required by management
• Meets company safety requirements
• May be required to assist with training for new hires from various departments within the branch
• Periodic travel to other Company locations, customer locations and job sites, as necessary

Skills/Knowledge:

• Provides a high level of customer service in line with Pella’s Customer Experience Culture
• Able to maintain open and effective communication with cross functional teams
• Skilled at relating to and supporting a variety of internal and external customers
• Strong organization, time management and problem-solving skills
• Demonstrates a strong work ethic and responsiveness to customer needs
• Able to work with details, complexity, and follow through
• Adaptable to changing processes and priorities
• Works well without close supervision but always keeps their manager informed
• Proficiency with Microsoft Office and smart devices, and ability to learn internal software programs and applications