Service Coordinator

Pella DFW/WTX is an independent business that distributes products manufactured by Pella Corporation to homeowners, builders, and general contractors throughout the region. Backed by Pella Corporation’s 95-year legacy of innovation, quality, and environmental stewardship, our local success is built on delivering a world-class customer experience. Hiring exceptional talent is critical to serving our communities and maintaining our reputation as a trusted partner in window and door solutions.

As a Service Coordinator, you play a vital role in ensuring customer satisfaction after the sale. This position manages service requests, coordinates field service activity, resolves technical concerns, and supports seamless communication between customers, technicians, and internal teams. The Service Coordinator is often the primary point of contact for service-related needs and is responsible for delivering timely, professional, and solution-oriented support.

This role requires strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment while maintaining a customer-first mindset.

• Respond to customer inquiries via phone, email, and in-person interactions, gathering necessary details to identify issues and recommend solutions.
• Schedule service appointments for field technicians and confirm service details, expectations, and timelines with customers.
• Greet and assist walk-in customers needing service, parts, or product support.
• Ensure each customer interaction is handled professionally, calmly, and with a focus on resolution.

• Accurately enter service orders and maintain updated customer records in Pella systems.
• Return customer calls promptly and document all interactions with detailed notes.
• Create and close warehouse loads for parts pulling, coordinating pickups and deliveries as needed.
• Ship parts directly to customers when in-person service is unavailable.
• Communicate daily with field Service Technicians to ensure timely completion of assigned service events.
• Partner with internal teams to source special-order or discontinued parts when necessary.
• Coordinate with contractors and project managers to schedule punch lists, walkthroughs, and post-installation appointments within project timelines.
• Maintain clear communication between departments to ensure service efficiency and customer satisfaction.

• Utilize PERL and other internal tools to research part numbers, confirm availability, and process orders.
• Identify both current and discontinued parts through Corporate systems to support customer needs.
• Maintain a working knowledge of Pella product lines to assist with troubleshooting and customer inquiries.
• Pull parts from warehouse inventory and prepare them for technician delivery or customer pickup.
• Generate accurate service quotes and communicate pricing, timelines, and expectations clearly to customers.
• Secure approvals and payments prior to dispatching service, adjusting quotes when necessary.
• Process credit card and check payments and assist with collections for past-due accounts.
• Collaborate with Accounting to resolve billing discrepancies, stuck invoices, and credit requests with proper documentation.

• High school diploma or GED required; associate degree or technical certification preferred.
• 2+ years of experience in customer service, administrative support, or a similar coordination role.
• Experience in construction, building materials, or home improvement industry is a plus.
• Demonstrates exceptional customer service skills with the ability to handle difficult conversations professionally and calmly.
• Strong problem-solving skills with the ability to collect information, evaluate options, and implement effective solutions.
• Highly organized and detail-oriented, capable of managing multiple priorities simultaneously.
• Comfortable navigating Microsoft Windows and proprietary Pella systems (e.g., Salesforce, PERL).
• Skilled in data entry, recordkeeping, and maintaining accurate documentation.
• Strong written and verbal communication skills.
• Able to collaborate cross-functionally and build positive working relationships.
• Adaptable and flexible in a fast-paced, evolving work environment.
• Ability to sit for extended periods and occasionally lift up to 25 lbs.

• Competitive compensation and comprehensive benefits package.
• Career development and growth opportunities within a respected and established brand.
• A collaborative, supportive team environment focused on delivering exceptional customer experiences.
• Pella Windows & Doors of DFW/WTX is an equal-opportunity employer.