Customer Service Representative Job at Pella Corporation in Portland

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Beaverton, OR · Onsite M-F 8am-4:30pm

Overview

The Customer Service Representative (CSR) is responsible for providing quality customer service to internal and external customers daily via telephone, email, web service request, fax, or in-person communication. This position ensures all customer service calls and requests are completed in a timely, accurate, and efficient manner while maintaining a customer-focused attitude. Assigned teams and tasks will vary based on business necessity.

Responsibilities

• Gather information via incoming calls and emails from customers to quickly, professionally and accurately answer questions regarding product and service issues.
• Meet customer needs by diagnosing service issues; processing service requests; scheduling service appointments; providing quotes; ordering necessary service parts.
• Research and troubleshoot product issues from customers in a timely manner.
• Update customer files in the Pella Service System and close files when the job is complete.
• Research parts needed using resources such as subject matter experts to ensure accurate parts orders.
• Enter Pella Credit Requests (PCR) for all warranty parts ordered.
• Use the phone system proficiently as required.
• Resolve customer complaints, engaging other departments when needed (e.g., sales, order fulfillment, technical and corporate support).
• Assist Service Technicians with scheduling, parts orders, and customer communications.
• Process customer payments via credit card.
• Schedule delivery method for service parts without a technician trip (e.g., USPS/FedEx).
• Complete confirmation process for customers with appointment details and follow up after events to assess service level.
• Meet or exceed monthly metrics goals (CSR, quality, productivity) as established by the department.
• Promote and facilitate continuous improvement activities in the department.

Skills/Knowledge

• Provide superb customer service
• Complete work in a timely and accurate manner
• Thrive in a fast-paced environment with a sense of urgency
• Confident in ability to resolve customer issues
• Seek internal experts and utilize their knowledge
• Commitment to following established processes
• Detail-oriented with strong follow-through
• Proficiency with Microsoft Office and ability to learn internal software

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 Experience

Must have High School Diploma or GED. AA or Technical degree preferred. 0-2 years of customer service or general business experience preferred. Prior knowledge of general construction applications and terminology and/or window and door applications or components is desirable but not required.

Computer Skills

Proficiency with Microsoft Word, Excel, Outlook and PowerPoint. Will be expected to develop proficiency in Pella proprietary software (e.g., PQM, POETS, OMS).

Communication Skills

Excellent verbal and written English language skills; strong public relations, public speaking, and customer service abilities. Ability to interpret and explain documents such as sales processes, product specifications, or warranty manuals. Ability to present information, gather input, and respond to questions from customers and colleagues. Strong phone and email etiquette.

Professional Skills

• Team player with a desire to learn and grow
• Pro-active, self-disciplined, and self-motivated with the ability to follow projects through to completion
• Attention to detail, organizational skills, and ability to meet deadlines
• Ability to develop trust and respect with customers and coworkers
• Professional appearance and ability to resolve conflicts in the best interests of the business

Physical and Work Environment

Regularly required to stand, walk, type, and talk. May occasionally sit, stoop, or crouch. May lift up to 10 pounds. Vision requirements include close, distance, color, peripheral, depth perception, and focus adjustment. Typical office environment with moderate noise; occasional exposure to warehouse areas.

Employment Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industries: Wholesale Building Materials

About Us: Pella Corporation is a leading window and door brand with a long-standing history of innovation and design. We offer talent development, cross-functional experiences, and opportunities for career advancement.