Service Logistics Coordinator II bei Pella Corporation

Responsibilities/Accountabilities includes the following, but not limited to:

• Responsible for assisting the technicians with questions to minimize disruptions and assisting technicians with filling in their schedules if they need more work. 
• Responsible for daily optimization of Technician’s routes using routing software.
• Fill in open time in technicians’ schedules and maximize the number of trips completed per day.
• Come up with creative solutions to prevent reschedules.

Dispatching Function

• Assist Customer Service personnel with special scheduling needs when applicable.
• Schedule urgent Technician visits for safety or security issues.
• Organize and schedule Saturday service trips as needed.
• Contact customers to inform them of last minute reschedules.
• Assist in confirming in confirming technician schedules.

Systems / Administrative Function

• Expert on all service systems including Service Module, OSC, OFSC, POMS, WMS, and route optimization software.
• Responsible for creating Service Pick Tickets and creating and printing technician’s loads. 
• Follow up on loads for completion, as needed.  
• Assemble and review technician paperwork; Technician’s Daily Summary, Service Event Tickets and original paperwork, as needed. 
• Inform Customer Service personnel of problems concerning their events.
• Close Technician loads, as needed.

Parts Coordination Function

• Responsible for regular, proactive interface with Logistics Supervisor and Warehouse Supervisor to facilitate complete, accurate and timely service parts staging, pickup and shipping.
• Assist technicians with parts or scheduling issues during pick up.
• Add late parts to loads and coordinate with warehouse Service Aide.
• Coordinate accurate and timely pulling of technicians’ parts with Warehouse Service Aid. 
• Coordinate Truck Stock orders, as needed. 
• Coordinate Inspections. Provide information back on if the parts fail or pass.

SOP invoicing Functions, as needed.

• Close out FedEx and delivery tickets from previous day.
• Handles all tasks involved with invoicing for OSC.  
• Follow up with any technician tickets that are still open.
• Ensure payment is collected on all tickets and process payments in Cybersource if needed.

Technician Appointment Reminders

• Responsible for the daily loading of technician appointments into Apptoto in order for customers to receive appointment reminders

General Responsibilities

• Primary contact for all Service Logistics issues for internal Pella customers - Fields questions, researches issues, funnels requests and generally minimizes disruptions.
• Identify areas of opportunity in Service Logistics processes to improve First Time Completion Rate, reduce Average Days to Complete Service and to maximize all other Service metrics results.
• Attend and contribute to all necessary departmental meetings and training sessions.
• Promotes and facilitates continuous improvement activities in the department.

Skills/Knowledge

• Strong construction knowledge
• Interpersonal skills
• Communication skills: written, verbal and listening
• Good time management and organizational skills
• Adaptability to daily changing situations
• Ability to multi-task
• Detail oriented

Proficiency with Microsoft® Office and smart devices, and ability to learn internal software programs and applications. 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education and/or Experience

Must have a High School Diploma or GED.   Associates Prior experience in customer service is essential. 

Language and Communication Skills

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. 

Professional 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.

Reasoning Abilites

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

Mathematical Skills

Be able to compile and decipher information in a spreadsheet format.

Physical Demands

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and talk or hear.  The employee is occasionally required to sit; stoop, and kneel.  The employee must occasionally lift and/or move up to 15 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

About Pella Corporation

As the #1 most-preferred national window and door brand by homeowners across the country, Pella Corporation leads the industry in innovation and design. Founded in 1925, today the Pella Family of Brands encompasses a robust product offering sold and installed through various channels. We are a growing, privately owned company with 18 manufacturing locations and over 10,000 team members in the U.S. and Canada. Pella is consistently recognized as a great place to work by Newsweek, Forbes and Glassdoor, having most recently been named to America’s Greatest Workplaces for Diversity by Newsweek in 2024, as well as Forbes' 2024 Best Employers for Women and Best-In-State Employer in Iowa. We have also received numerous accolades for innovation and design, including Fast Company’s Best Workplaces for Innovators in 2024 and Most Innovative Manufacturers for 2022 and 2023.

At Pella, our team cares deeply, learns continuously and achieves results that go beyond. We encourage creative thinking that seeks out and includes diverse perspectives. And we empower you to do the work you’re most proud of — that’s why we offer individualized talent development plans, cross-functional experiences and opportunities for career advancement through personal and professional development.

With talent just like you, we are imagining, building and fighting for a brighter future for generations to come. Ready to find a career that sparks your passion?