CUSTOMER SERVICE REPRESENTATIVE - RES

Our company culture is built upon YKK’s philosophy called the CYCLE OF GOODNESS™. We believe that providing value and being fair to our customers and our employees is what makes us a successful company in return. Guided by our core values and fundamental behaviors, we strive to foster a caring company, committed employees and challenging work that benefits our employees, customers, and communities.

About the role

The purpose of the Customer Service Representative is to serve as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. Efficiently communicate projected production dates with customers. Additionally, a customer service representative’s purpose is to complete tasks and resolve challenges with other departments.

Responsibilities

• Support sales in assigned territory.
• Serve as the point of contact with customers and follow orders/projects from quotes to completion.
• Read, understand, interpret, and explain documents such as sales processes, product specifications or warranty manuals.
• Take ownership to investigate and resolve any issues regarding customer/homeowner requests by managing expectations in the best interest of the business and our customers.
• Present information to others, gather information from others, and respond appropriately to questions from customers, coworkers, and managers.
• Develop proficiency in company order entry system and other software required to complete daily tasks.
• Accurately verify, update, and process customer orders in a timely manner including order status, payment method, production date and shipping.
• Calculate figures and amounts such as proportions, percentages, area, length, width, height, and depth.
• Cross-train, share best practices and continually learn.
• Be a pro-active, self-disciplined and self-motivated team player.
• Develop trust, respect, and confidence of customers, coworkers, and members of management.
• When necessary, support warranty claims.

Requirements

• High school diploma, advanced college, trade school or equivalent experience.
• A minimum of 2 years of customer service, or general business experience preferred.
• Prior knowledge of general construction, windows and doors is desirable but not required.
• One or more years of customer service skills preferred.
• Exceptional organizational skills, ability to prioritize tasks and meet deadlines.
• Excellent written and oral communication skills.
• Excellent organizational skills and exceptional follow-up skills.
• General basic math and where applicable, basic concepts of algebra, and geometry.
• Computer literate including the knowledge of Microsoft Office tools (Word/Excel).
• Visual acuity, including color and depth perception.

Physical Demands

The physical demands described here are representative of those required to successfully perform the essential functions of this position.

• The employee must occasionally lift and/or move up to 25 pounds and is expected to use proper lifting techniques at all times.
• Specific vision abilities required for this role include close vision.
• While performing the duties of this job, the employee is frequently required to stand, walk, sit, use computer, telephone, use hands to finger.
• The employee may occasionally be required to feel; reach with hands and arms; stoop, kneel, or crouch, and talk or hear.

Work Environment

The work environment characteristics described are representative of those encountered while performing the essential functions of this position.

• Individuals are required to wear appropriate personal protective equipment (PPE) at designated times and in specified environments in accordance with established safety program requirements.
• The noise level in the work environment is typically moderate.
• While performing job duties, individuals may occasionally be exposed to moving mechanical parts.

Benefits

YKK AP America provides employees with a comprehensive benefits package designed to provide the security they need to enjoy life at home and at work. By providing a high level of benefit coverage at a reasonable cost to the employee, we hope to foster a long and productive employment relationship. We offer competitive compensation packages, training and advancement opportunities.