Service Coordinator

Service Coordinator

Service Coordinator Pella DFW/WTX is an independent business that distributes products manufactured by Pella Corporation to a variety of customers (e.g., homeowners, builders, and general contractors). Pella corporation is known for its 95-year history of innovation, providing outstanding products, and environmental stewardship. At the branch level, our success is due to providing our customers with a world-class experience. Hiring amazing talent is core to our ability to serve our business and residential communities. As our window and door Service Coordinator, you will have a direct impact on Pella's ability to add to our success. We are seeking a Service Coordinator who will be responsible for ensuring customer satisfaction by providing answers and resolutions to more complex technical questions. A problem solver who can demonstrate initiative, accuracy, and follow-through. They must have strong organizational skills, multi-tasking and prioritizing while working in a fast-paced environment.

Essential Duties & Responsibilities

• Respond to customer inquiries and resolve technical issues by gathering information, identifying problems, and offering solutions.
• Schedule service appointments and follow up with customers to confirm details or provide updates.
• Greet and assist walk-in customers with service needs, including part requests or service scheduling.
• Enter service orders and return customer calls daily.
• Document customer interactions and updates in Pella systems.
• Create and close loads for warehouse parts pulling for service appointments or customer pick-up.
• Mail parts to clients when delivery isn't available.
• Partner with Service Technicians to ensure accurate and timely completion of service events.
• Work closely with internal teams to source parts beyond standard service requests.
• Coordinate with contractors to schedule punch-out or walkthrough appointments within expected timelines.
• Research parts in PERL and confirm availability.
• Identify and order both vintage and current Pella parts through Corporate.
• Maintain and expand product knowledge to support evolving service offerings.
• Retrieve parts from the warehouse and prepare for delivery or customer pickup.
• Prepare service quotes, communicate details to customers, and set clear expectations.
• Obtain approval and payment before proceeding; adjust quotes as needed.
• Process customer payments and minimize outstanding balances.
• Perform collections outreach for delinquent accounts and track issue sources.
• Research and correct "stuck" invoices in coordination with the Accounting team.
• Manage credit request processes and maintain accurate documentation.
• Be available for overflow calls and provide back-up support to the office team.
• Perform additional duties as assigned to support the Service Department's success.

What It Takes

• High School Graduate or GED.
• Previous experience in customer service, sales, or another related field.
• Excellent verbal and written communication skills, the ability to effectively communicate with customers that may be confrontational, diplomacy in working with both internal and external constituencies, building strong customer relationships.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to work with various departments and build relationships.
• Time management and prioritization to ensure excellent execution.
• Solid organizational skills, especially ability to meet deadlines.
• Proven ability to work in a deadline-driven environment and handle multiple projects simultaneously.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to navigate in a Microsoft Windows environment, including finding files in a directory structure and opening/saving/closing files and Pella proprietary systems.
• Skills in database management and record keeping.

Why Pella?

• Competitive salary and comprehensive benefits package.
• Career development and growth opportunities within a respected brand.
• A collaborative and supportive team in a growing company.
• Pella Windows & Doors of DFW/WTX is an equal-opportunity employer.