Brand Ambassador

The Brand Ambassador serves as a first point of contact for the customer within their assigned location. They will be responsible for understanding customer’s needs and presenting respective solutions. The Brand Ambassador will be responsible for presenting a compelling case for customers to choose Pella. Continually strive for 100% “Very Satisfied” customers.

• Meets company safety requirements by keeping work area neat and clean, following all company safety policies and procedures, and reporting any safety concerns.
• Qualifies call-in and walk-in customers to set sales appointments for Outside Sales Representatives.
• Maintains showroom for cleanliness and neatness to ensure a favorable and hospitable setting for all customers, including but not limited to: dusting, cleaning windows, taking out garbage.
• Ensure displays are properly working and repairs are requested and completed in a timely manner.
• Works collaboratively with customers and Pella team members
• Displays and/or demonstrates product in the assigned location and/or at home shows, using samples, digital tools and/or collateral, emphasizing features and benefits of Pella products.
• Inputs and maintains accurate information in lead management software (ACE/CRM). Capture traffic leads and appointments.
• Answers and accurately directs customer calls for both internal and external customers by asking leading questions and pre-qualifying. Sets proper customer expectations regarding the Retail Replacement process.
• Creates a sense of trust and reliability with internal and external customers, leads by example
• Maintain the required level of office supplies, literature, and product samples for EC function and Sales Representatives based on market needs.

Professional Skills

Language and Communication Skills

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

Ability to solve practical and arithmetic problems and deal with a variety of concrete variables in situations where only limited standardization exists. 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.

Proficiency with Microsoft® Word, Excel, Outlook and Power Point software applications and will be expected to develop proficiency with Pella’s proprietary software (PQM, ACE, CRM, PSI, etc.).

Computer Skills

Reasoning Abilities/Mathematical Skills

Must present a clean and neat physical appearance and strictly abide by company dress code serving as a role model for other employees, customers, and visitors.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus. Time commitment required of this position will vary with the seasons.

Ability to read and analyze documents related to contracts and work documents. Ability to write reports and business correspondence. Ability to verbally present information and respond to questions from customers, managers, and the general public.

Education and/or Experience

• Support the planning and organizing of EC Events and attend as appropriate. Ability to work weekend and evening hours.
• Eye for detail and appreciation of design
• Energetic personality
• Maintains strong knowledge of all products, systems and processes, and stays up to date with competitive information.
• Adaptable to changing processes and priorities
• Able to work with details, complexity and follow through
• Skilled at relating to and supporting a variety of customers
• Self-starter, demonstrates a strong work ethic and responsiveness to customer needs
• Able to maintain open and effective communication with cross functional teams
• Comfortable interacting with architects/designers, builders/contractors and homeowners.
• Willingness to travel to other showrooms for coverage if needed.
• Ability to address or direct customer questions and concerns to the appropriate internal departments.
• Works well without close supervision, but always keeps their manager informed
• Strong organizational, time management and problem-solving skills