Job Description

The person in this position is responsible for: Assisting with planning and executing all aspects of customer support. Duties include but are not limited to: frequent contact with outside consumers, and interface between multiple sales channels. Required to respond to all internal and external written correspondence, coordinate tasks, and special projects as requested. This position requires excellent interpersonal, written communication skills including good knowledge of sentence structure, the meaning and spelling of words, rules of composition, and grammar. The role involves using independent judgement with limited guidance or supervision. An understanding of the company’s product and process knowledge and applications is highly recommended to perform the job. The person in this position is expected to carry out the duties efficiently, attentively and conscientiously.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Responsible for assisting with the identification, development, and implementation of programs, policies, and procedures, which support total customer satisfaction, both internally and externally, where applicable to this position.

Responsible for receiving (from various sources including but not limited to: social media, escalated correspondence, surveys, web support, chat, pre and post-sale inquires, etc.) and acting upon all forms of written inquiries received by the Customer Satisfaction Division, from all sales channels relating to any customer concerns. Maintaining excellent customer relationships with all internal and external customers will be required of this person.

Responsible for supporting cutting edge digital tactics to improve our customer experience and provide a self-service platform for our customers.

Will be required to develop a working knowledge of all products manufactured by the corporation (including acquisitions), both current and obsolete. Similarly, will be required to obtain the knowledge to access detailed specifications of all products. Must be able to communicate intelligently and accurately with consumers on technical issues.

Will be expected to maintain a detailed and accurate record of all transactions between themselves and consumers, in the event a customer-related problem should arise at a later date.

Required to exercise proper discretion so that both the customers’ needs, and the Corporation’s well-being are taken into consideration. Exercises proper authority in bringing the related problem to a satisfactory conclusion. Some inquires this person is able to respond to with no additional assistance. Some may need the assistance of the specialist for them to contact the customer.

In addition, will assist with the training of new personnel as added to the department.

This position requires a high-level of organization skills, attention to details, and strong verbal/written communications skills.

Responsible for authorizing credits up to $1,000.

EDUCATION and/or EXPERIENCE

High school degree and/or six months related product, and customer service experience and/or training; or equivalent combination of education and experience. Must have strong computer background; demonstrated flexibility in work schedules as needed to meet the demands of the position; must be comfortable and capable of fitting into a regular receipts and hand-offs of assignments and projects in various stages of completion.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.|

COMPUTER SKILLS

Ability to navigate through Microsoft Office Programs (Word, Excel, PowerPoint, etc). Ability to navigate internet based programs in addition to Pella internal systems (OSC, PQM, etc). Ability to navigate through multiple systems at one time.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and 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, color vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.