Retail Project Coordinator Supervisor

Pella Northland•Minneapolis, MN

2d•$60,000 - $90,000

About The Position

Are you looking for a career where you are empowered to be extraordinary? Do you want the opportunity to be part of a company where employees treat one another like family and do right by their customers every day? Well, you’ve come to the right place. At Pella, care is not a just a word – it’s a legacy. We exist to improve the living experience of our customers and enrich the lives of our team members. Care is what sparks Pella Passion. It’s our mission to be the desired window and door brand by delivering a reliable, responsive and uniquely memorable experience that exceeds our customer’s expectations. If you’re as customer focused as we are, are passionate about selling a product you can confidently put your name on, and if you’re looking for a career, not just another job, this is the place for you. Pella is a great company to work for, but don't just take our word for it! Our Team recently participated in the Gallup Survey and scored us a 4.46/5 for overall satisfaction! The Retail Project Coordinator Supervisor at Pella Northland, LLC is responsible for the direct supervision of Retail Project Coordinators. This role focuses on executing the sales support structure and order fulfillment process for all Retail orders, ensuring customer expectations are consistently exceeded. The supervisor serves as the first point of contact for customer escalations, determining appropriate contacts and next steps to resolve issues efficiently. Here’s what winning looks like in this role: The Retail Project Coordinator Supervisor is charged with executing sales support strategies, maintaining an effective support structure, and overseeing the end-to-end order fulfillment process for all customers. Responsibilities include delegating and assigning workloads, managing order entry and transmission, tracking need dates, communicating with customers, generating reports, and ensuring thorough follow-up procedures. The supervisor also shares responsibility with the GM of Retail for hiring, training, implementing coaching improvement plans, conducting performance reviews, handling discipline, and resolving concerns within the department.

Requirements

High school or equivalent
High proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
Ability to manage multiple tasks in an environment with constant interruptions and prioritize responsibilities.
Excellent verbal and written English language skills.
Strong public relations, instructional/teaching, and customer service abilities.
Ability to read, interpret, understand, and explain company policies and documents.
Effectively presents information, gathers insights, and responds to questions from co-workers, customers, and managers.
Capable of resolving conflicts in the best interests of the business and customers.
Exemplary phone and email etiquette, with professional communication at all times.
Demonstrates teamwork and a strong desire for self-growth and learning.
Proactive attitude, self-discipline, and motivation.
“Take-charge” approach, ensuring projects are followed through to completion.
Attention to detail, organizational skills, and ability to meet deadlines.
Articulate, able to give clear instructions.
Maintains a clean, neat appearance and strictly adheres to company dress code, serving as a role model for employees, customers, and visitors.
Ability to understand and communicate basic mathematics.
Solid thought processes and problem-solving skills.
Uses sound judgment and objective decision-making in the company’s best interest at all times.

Nice To Haves

Associate’s degree (A.A.S./A.A.) or Bachelor’s degree (B.S./B.A.).
Three (3) to five (5) years of related experience and/or training, or an equivalent combination of education and experience.
Prior knowledge of general construction applications and terminology, as well as window and door applications or components, is desirable.

Responsibilities

Directly supervises Retail Project Coordinators, guiding daily activities to meet company objectives.
Executes sales support strategies and maintains the order fulfillment process for all Retail orders.
Acts as the initial point of contact for customer escalations, facilitating resolution and appropriate follow-up.
Monitors and updates Key Performance Indicators (KPIs) for the Retail Project Coordinators, both as a team and individually, and develops training and coaching plans based on these metrics.
Ensures all internal and external customer needs are met, including order fulfillment tasks such as quoting third party materials, booking, acknowledging, purchasing, scheduling, communication with customers, recovery, and post-installation problem resolution.
Supports accurate and efficient inventory management, oversees receivables, and recommends improvements to asset management.
Collaborates with the GM of Retail to jointly manage performance on key order fulfillment metrics.
Drives continuous improvement initiatives across the department.
Maintains a thorough understanding of Pella products and systems, providing technical support to the team.
Fosters professional development and guides direct reports in fulfilling their responsibilities.
Develops and regularly communicates operational objectives and strategies to stakeholders.
Serves as a liaison between the Pella branch and corporate offices.
Performs other duties as assigned