Job description
Customer Service Sales Associate
Custom Window Systems, a Pella Company
Ocala, Florida
Who Is Custom Window Systems (CWS), a Pella Company?
Custom Window Systems, Inc. (CWS) has been in business since 1986 and prides itself in producing high quality window and door products for both residential and commercial use.
Since our inception, we have dedicated ourselves to providing our customers with excellent quality and service. In accomplishing this mission, we recognize that our people are our most valuable and critical ingredient and are dedicated to providing them with a safe and pleasant working environment that offers both growth opportunities and rewards. It is through this combination of customer and employee satisfaction that we cast our future.
POSITION OVERVIEW
The Sales Support Coordinator I role is designed to be a resource to sales associates. This position requires learning and understanding the CWS product offering and quoting system, as well as interaction with a wide variety of dealers, distributors, builders, contractors and/or homeowners. This position is accountable for the formulation and administrative execution of sales quotes, orders, reports, and follow-up procedures in addition to, the ability to assist CWS sales representative(s) in achieving and maintaining excellent customer satisfaction. Designated territories. Assigned tasks can and will vary based on business necessity.
ESSENTIAL RESPONSIBILITIES & DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.
- Administers, verifies, and submits accurate product orders by communicating with sales representatives and customers, and having sound knowledge of CWS products, systems, and procedures
- Formulate product quotes by effectively and accurately entering and communicating with customers and utilizing automated systems
- Uses the CWS Quoting system (Pref) to enter orders, providing complete and accurate information to Sales Representative and/or dealers
- Verify quotes to ensure the correct product is ordered, built, and delivered to the customer
- Assists CWS Sales Representative(s) in calling and following-up on processing customer requests for service or change orders, communicating the CWS offering to customer and maintaining accurate documentation of such communication
- Process credit requests with CWS Sales team guidance
- Understands and utilizes all necessary software (Pref, MSOffice, etc.) by continually learning through experience and training
- Assist customers with any Pref training as needed
- Meets company safety requirements by keeping work area neat and clean, following all company safety policies and procedures, and reporting any safety concerns.
- Coordinates for internal drawings when necessary. (Special grid patterns, mulled units, etc.)
- Promotes and facilitates continuous improvement activities in the department
- Assist in building and maintaining strong customer relationships
- Point of contact after the sale to field any follow-up questions
- Manage recovery process for shortages and damaged product by facilitating in ordering replacement parts
- Occasionally work variable, non-traditional hours (Over Time if needed).
- May require representation of CWS as needed at company sponsored events, and/or builder home shows.
- Other duties as assigned
SKILLS/KNOWLEDGE OR CERTIFICATIONS REQUIRED
- General construction knowledge
- Provide superb customer service
- Create a sense of trust and reliability with customers
- Work collaboratively with CWS team members and customers
- Enjoys working in fast-paced environment with a high sense of urgency
- Strong critical thinking skills
- Energized by meeting and engaging new people, skilled networker
- Demonstrates confidence balanced with humility
- Tenacious, able to persevere through sales challenges and setbacks
- Demonstrates a strong work ethic, flexible about hours, responsive to customer needs, willing to be available
- Seeks out internal experts and utilizes their knowledge
- Adaptable to changing processes and priorities
- Focused on details and follow through
- Proficiency with Microsoft Office and smart devices, and ability to learn internal software programs and applications
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications, physical demands and work environment characteristics listed below are representative of the knowledge, skill, and/or ability required to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION
Must have High School Diploma or GED. 0-2 year’s 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 software applications. Will be expected to develop proficiency in CWS proprietary software (i.e., Pref).
LANGUAGE & COMMUNICATION SKILLS
Excellent verbal and written English language skills are required as well as good public relations, public speaking, and customer service skills. Ability to read, interpret, understands, and explain documents such as sales processes, product specifications or warranty manuals. Ability to effectively present information to others, gather information from others, and respond appropriately to questions from customers, co-workers, and managers. Must display excellent phone and email etiquette. Must be able to present appropriate professionalism for the situation when interacting with customers or coworkers.
PROFESSIONAL SKILLS
Must be a collaborator and exhibit a strong desire to learn and promote self-growth. Must be pro-active, self-disciplined, initiative-taking, and have a demonstrated ability to follow projects through to completion. Attention to detail is required. Must be able to demonstrate organizational skills, prioritize tasks, and meet deadlines. Must be able to develop trust, respect, and confidence of customers, coworkers, and managers. Must present in a clean and neat physical appearance. Must be able to investigate issues and resolve conflict in the best interests of the business and our customers.
MATHEMATICAL SKILLS
Ability to subtract two-digit numbers and to multiply and divide with 10s and 100s. 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.
COMPETENCIES
- Customer/Client Focus
- Problem Solving/Analysis
- Time Management
- Communication Proficiency
- Teamwork Orientation
- Technical Capacity
- Organization Skills
SUPERVISORY RESPONSIBILITY
This position has no supervisory responsibilities.
WORK RELATIONSHIPS
INTERNAL
- Custom Service
- Inside Sales
- Outside Sales
- IT
- Engineering
- Purchasing
- Accounting
- Operations (Production, Shipping, and Receiving)
EXTERNAL
- Customers
WORK ENVIRONMENT
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and scanners.
PHYSICAL DEMANDS
While performing the duties of this job, the team member is regularly required to use hands to finger, handle, type or feel; and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
TRAVEL
No travel is expected for this position.
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