Customer Service Representative

Job Overview

Weather Shield, part of the Pella Family of Brands, seeks a Customer Service Representative. The role focuses on delivering excellent customer service aligned with business objectives. Responsibilities include assisting customers and team members with product, pricing, order status, and other inquiries. This is a full‑time position, starting in the Pella Corporate office for training before transitioning to remote. Work hours are 8 am–5 pm CST, with optional rotational coverage of the 7 am and 6 pm shifts.

Location:

Pella, IA.

• Respond to phone calls from customers and be a proactive voice of the company.
• Identify and enter no‑charge orders, credit memos, and returns.
• Research and resolve problems regarding orders.
• Assist sales reps with product and procedural issues.
• Respond to customer inquiries in a timely manner.
• Follow up on orders that need attention.
• Assist customers in learning our systems and using our tools.
• Work with customers to fulfill their window and door buying needs.
• Suggest additional products or options where appropriate.
• Train and provide guidance to new team members to enhance customer service.
• Suggest improvements to systems and procedures.
• Help implement changes that improve quality and efficiency.
• Test new and updated programs.
• Perform other job‑related duties as necessary.
• Process job site service requests.

• Excellent verbal and written communication skills, good reasoning, and attention to detail.
• Ability to prioritize and organize work, analyze problems, offer suggestions, and question inconsistencies.
• Must be organized and have a friendly, courteous, helpful, and positive attitude.

Education:

High school diploma or equivalent preferred.

Experience:

Varying levels accepted.

Computer skills:
Keyboarding skills; familiarity with general business applications.

Ability to sit for extended periods; finger dexterity to operate equipment; talking, seeing, and hearing; walking, bending/stooping, pushing/pulling; minimal unassisted lifting up to 20 lb.

This job description describes the general nature and level of work performed by the employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job‑related duties as requested. All requirements are subject to change over time and to reasonable accommodation for individuals with a disability.