Internship & Co-op




Customer Support




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Sales Project Specialist

22003255 Requisition #


The Sales Project Lead will be responsible for supporting key sales and customer support activities, including management, delegation, and facilitation of actions necessary to ensure a high degree of customer satisfaction and enable outside sales representatives can maximize revenue growth.  Must have excellent interpersonal skills to process and resolve customer support issues, along with exemplary decision-making skills to proactively solve problems.  This role will be responsible for managing key aspects of the relationship between Pella’s customers and the sales and service teams by intaking information, making appropriate decisions, and providing proactive updates as necessary to keep all relevant parties informed.  This role involves using independent judgement with limited guidance or supervision. The Sales Project Lead is a key contact and support for the field sales team and their most critical customers, and will use CRM (Salesforce) as the primary system to communicate with the sales team




Facilitate customer and employee relations by acting as primary communication hub for team selling model utilizing phone, email, SMS text, or chat.

Key point of contact for Pella sales representatives as well as outside sales accounts such as Pro Dealer, Lowe’s and Mega Contractors.

Responsible for managing activities such as coordination, delegation and facilitation of key sales and customer support activities to ensure a high degree of customer satisfaction.

Interprets customer needs and facilitates resolution using independent discretion and judgment via appropriate channels. Analyzes information, exercises problem solving skills and demonstrates professionalism to ensure that both the customer and the corporation’s needs are taken into consideration.

Demonstrates critical thinking skills and the ability to work independently while achieving quality expectations.

Provides support to enable sellers to be more productive and engage in selling activities.

Coordinates with quote and order entry team to assist with quoting and order process as needed.  Includes initial requests, revisions, reorders, and credit request form.

Validates quote and order entry acknowledgments and checks for quote and order completeness.

Proactively provides open issue status updates to customer.  Prompt follow up and follow through required.

May process and resolve some customer service issues (quick transactions, simple ETA’s, minor quote changes, order discounts/submissions).

Needs a working understanding of Pella systems including but not limited to DMS, WMS, lead time sheets, CRM as well as Microsoft Office Suite.  May work with basic reporting and develop an understanding of key KPI’s.

Measured by the achievement of KPI’s for the outside sales representatives they support.

Required to exercise proper judgment in dealing with confidential materials.


Professionally represents Pella while traveling if required.


Responsible for authorizing credits up to $2,500.


Because of the nature of this position and meeting customer demands, specific hours will be necessary for this position.



No direct internal supervisory responsibilities.



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.



Associates degree (A.A) or equivalent from two-year college or technical school; two years related experience or training; or equivalent combination of education and experience is desirable. In addition to education and experience requirements, must possess the following qualifications:

  • Responsiveness
  • Effective Communication Skills – Written and Verbal
  • Organization
  • Communication
  • Prioritization
  • Relationship Building
  • Cross Functional Collaboration
  • Expectation Setting
  • Working Pella System Knowledge
  • Proactive Approach
  • Self-Directed - Uses Independent Judgement


Excellent verbal and written English language skills are required as well as excellent customer service skills.  Ability to read, interpret, understand, and explain documents such as sales processes, product specifications or warranty manuals. Ability to effectively explain information to others, gather information from others, and respond appropriately to questions from customers, coworkers, and managers.  Must display excellent phone and email etiquette.  Must be able to demonstrate appropriate attitude for the situation when interacting with customers or coworkers.



Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, percentages, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.



Ability to understand, define problems, collect data, establish facts, and draw valid conclusions independently.  Ability to deal with problems involving several concrete and abstract variables in a variety of situations.



Ability to navigate on web-based applications. Will be expected to develop proficiency in Pella proprietary software including Outlook and Microsoft Teams.  Moderate typing skills are required. Ability to multi-task on computers in conjunction with typing and comprehending information simultaneously.  Systems knowledge of:

  • CWS sites (PrefSuite)
  • Microsoft Office Suite
  • Paradigm
  • Oracle EBS, Service Cloud
  • PQM/Citrix
  • Web DMS
  • DMS Basic



None required.


PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.


WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


The noise level in the work environment is usually moderate.

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