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Customer Support




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Order Verification Field Specialist

24002247 Requisition #

Position Overview: 

The Order Verification Specialist will be charged with the timely completion of the order verification process, (virtual and in person), for each replacement order in his/her assigned area of responsibility. The primary function of this position is to gather correct job site and product requirements and clearly communicate installation processes to set realistic expectations with our homeowner customers.  This position may also assist with installation recovery work as needed.  Continually strive for 100% “Very Satisfied” customers.

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

  • Must be fully knowledgeable on all aspects of the Order Verification Process.
  • Responsible for the timely execution of the Order Verification process.
  • Communicates effectively with customers and serves as a professional Pella representative on all job-sites assigned to him/her. 
  • Responsible for setting realistic expectations with the homeowner of what they can expect from the Pella Installation Process.
  • Must have knowledge and experience to take and record accurate measurements.
  • Performs job site inspections to assess home for water intrusion, rot, mold, and other issues. 
  • Confirms job-site suitability for the install process and work with homeowner to resolve any discovered issues.  Provides documentation and photos when applicable to assist installation teams.
  • Responsible for controlling cost of projects and recoveries.
  • Works with both the sales team and installers to ensure seamless order fulfillment
  • Delivers missing items needed for installations to job sites to increase first time completion rate as needed
  • Visits job sites to determine of the end result of the installations met manufacturing guidelines for installations and will report any concerns to their manager.
  • Provides training as needed to Retail Sales Consultants
  • Ensures that prescribed job site safety rules are always followed during the order verification process.
  • Performs minor service or installation tasks to improve customer satisfaction and complete a job in a timely manner.
  • Demonstrates a personal commitment to the highest quality of work.
  • Must have a valid driver’s license and be in compliance with company Fleet Safety Policy
  • Maintains assigned company vehicle



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


To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education and/or Experience

Must have High-School Diploma or GED,  AA or Technical degree preferred, 1-3 years related experience and/or training; or equivalent combination of education and experience preferred.  Prior knowledge of general construction applications and terminology and/or window and door applications or components is required. Prior experience with power tools is required (i.e. table saw, circular or miter saw, pneumatic nail gun, power drill etc.) Remodeling and/or window and door replacement experience is a plus.


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 Abilities

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

Mathematical Skills

Ability to subtract two digit numbers and to multiply and divide with 10’s and 100’s.  Ability to perform calculations using units of money, time, measurement, volume, distance etc.  Ability to calculate figures and amounts such as proportions, percentages, area, length, width, height, and depth.  Ability to read a standard ruler/tape measure and add, subtract, multiply & divide using fractions

Physical Demands

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel, especially with use of the phone and computer. The employee frequently is required to reach with hands and arms and talk or hear especially in use of the telephone and meetings. The employee is occasionally required to stand, walk, stoop, kneel, crouch, or crawl.  The employee may occasionally lift and or move up to 100 lbs. Must be comfortable with heights as some inspections may include ladder or scaffolding work. Specific vision abilities required by this job include close vision, and ability to adjust focus to read written company forms, correspondence, policies, brochures, and other documents and reading materials as well as the computer.


Must be able to drive to job sites and customer/contractor locations and required company functions at various locations.

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