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. We offer competitive compensation packages, training and advancement opportunities. 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.

Summary:

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.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• 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. 
• Crosstrain, 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.

Education/Experience/Skills:

• 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.

Travel Requirements:

The position does not require travel.

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.

Legal Notice:

This job description is intended to describe the general nature of the job and the responsibilities to be performed. It is not an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Additional duties and responsibilities may be assigned as needed. YKK AP America Inc. reserves the right to add or remove duties or otherwise modify this job description at any time in its sole discretion. Employment with YKK AP America Inc. is at-will. Nothing in this job description is intended to create a contract of employment, guarantee employment for any definite period of time, or otherwise modify the at-will nature of employment with the Company. The essential functions of this position are set forth in the above job description and may be subject to reasonable accommodation in accordance with applicable law. To qualify for this position, an employee or applicant must be able to perform the essential functions of the position with or without reasonable accommodation.  YKK AP America Inc.  The Company prohibits discrimination on the basis of race, color, sex, religion, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local law.