Customer Service Representative

Weather Shield, now a part of the Pella Family of Brands, is seeking a Customer Service Representative.  This role is to provide the best customer service for our customers in alignment with the business objectives and goals of the organization. You will assist customers and other team members regarding product, pricing, status of orders, or any other questions they may have.  This is a full-time hybrid position working from a home office and Medford corporate office.  Hours are generally 8am - 5pm central time, with a rotational coverage of 7am shift and 6pm shift.

This is a welcoming team that is ready to provide training.  This position is perfect for someone that enjoys helping others, takes pride in contributing to a team, and has strong computer skills.

WEATHER SHIELD TOTAL REWARDS:

• Competitive pay
• Comprehensive benefits (medical, dental and vision)
• Company paid life insurance
• Company paid short and long-term disability insurance
• Employee assistance program
• Paid time off (accrue 40 hours per year)
• 9 paid holidays
• Paid sick time off
• 401k with a company match
• Advancement opportunities

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responding to phone calls from customers and be a proactive voice of the company to them.
• Identify and enter no-charge orders, credit memos and returns.
• Research and resolve problems regarding orders.
• Assist sales reps with product and procedural issues.
• Respond to customer inquiries in a timely manner.
• Follow up on orders that need attention.
• Assist customers in learning our systems and using our tools.
• Work with customers to fulfill their window and door buying needs.
• Suggest additional products/options where appropriate.
• Train and provide guidance to new team members to enhance customer service.
• Suggest improvements to systems and procedures.
• Help to implement changes that improve quality and efficiency.
• Test new and updated programs.
• Perform other job-related duties as necessary to fulfill responsibilities of the position.
• Process Job Site service requests.
  

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Excellent verbal and written communication skills, good reasoning skills and attention to detail
• Ability to prioritize and organize work, analyze problems, offer suggestions and question inconsistencies.
• Must be organized and have a friendly, courteous, helpful and positive attitude.
  

EDUCATION: High school diploma or equivalent preferred.

EXPERIENCE: Varying levels accepted.

COMPUTER SKILLS: Keyboarding skills, familiarity with general business applications.

PHYSICAL DEMANDS: Ability to sit for extended periods of time. Physical activities required are finger dexterity necessary to operate equipment used in the position, talking, seeing and hearing. Walking, sitting, bending/stooping, pushing/pulling and minimal unassisted lifting (up to 20 pounds) associated with the job duties is required.

EMPLOYEE ACKNOWLEDGEMENT:
This job description describes the general nature and level of work performed by employee assigned to this position.  It does not state or imply that these are the only duties and responsibilities assigned to the job.  The employee may be required to perform other job-related duties as requested.  All requirements are subject to change over time, and to possible modification to reasonably accommodate individuals with a disability.