Communication Associate

Pella Corporation•Pella, IA

1d•Onsite

About The Position

The person in this position is responsible for assisting with planning and executing all aspects of customer support. Duties include frequent contact with outside consumers, and interface between multiple sales channels. This role requires responding to all internal and external written correspondence, coordinating tasks, and special projects as requested. The position demands excellent interpersonal and written communication skills, including a strong grasp of sentence structure, vocabulary, composition rules, and grammar. The role involves using independent judgment with limited guidance or supervision. An understanding of the company’s products, processes, and applications is highly recommended. The individual is expected to carry out duties efficiently, attentively, and conscientiously.

Requirements

High school degree and/or six months related product and customer service experience and/or training; or equivalent combination of education and experience.
Strong computer background.
Demonstrated flexibility in work schedules as needed to meet the demands of the position.
Comfortable and capable of fitting into a regular receipts and hand-offs of assignments and projects in various stages of completion.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
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.
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.
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.
Excellent interpersonal skills.
Excellent written communication skills.
Good knowledge of sentence structure, the meaning and spelling of words, rules of composition, and grammar.
High-level of organization skills.
Attention to details.
Strong verbal/written communications skills.

Nice To Haves

An understanding of the company’s product and process knowledge and applications is highly recommended.

Responsibilities

Assisting with the identification, development, and implementation of programs, policies, and procedures that support total customer satisfaction, both internally and externally.
Receiving and acting upon all forms of written inquiries from all sales channels relating to customer concerns, including those from social media, escalated correspondence, surveys, web support, chat, and pre/post-sale inquiries.
Maintaining excellent customer relationships with all internal and external customers.
Supporting digital tactics to improve customer experience and provide a self-service platform.
Developing a working knowledge of all company products (current and obsolete) and their detailed specifications.
Communicating intelligently and accurately with consumers on technical issues.
Maintaining a detailed and accurate record of all transactions with consumers.
Exercising proper discretion to consider both customer needs and the Corporation’s well-being.
Exercising proper authority to bring customer-related problems to a satisfactory conclusion.
Assisting with the training of new personnel.
Authorizing credits up to $1,000.