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

Customer Support & Service Scheduling

• 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.

Order Management & Documentation

• 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.

Collaboration & Coordination

• 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.

Parts & Product Knowledge

• 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.

Quoting & Billing

• 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.

Team Support & Other Duties

• 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. Capable of effectively presenting information and responding 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.