CUSTOMER SERVICE REPRESENTATIVE

Customer Service Representative

Location: Coppell, TX, US, 75019

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: This position is responsible for providing customer support for architectural and construction-related products by combining strong service skills with technical knowledge. Assist customers to provide information and support regarding accounts, orders, products, and services.

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

• Communicate with customers via phone, email, and in person to process orders and respond to inquiries.
• Accurately enter orders into the system for both standard and configured items.
• Resolve customer complaints, concerns, and billing issues with professionalism in a timely manner.
• Serve as a liaison between customers, the sales team, and the manufacturing facility to ensure orders are processed and delivered efficiently.
• Support customers from order entry to project completion including but not limited to; order entry, pricing, product knowledge, warranty/close out documents, samples etc..
• Identify opportunities to recommend additional products or services that meet customer needs.
• Identify and resolve order errors proactively to prevent delays, returns, or rework
• Review and validate customer orders for accuracy, including product specifications, quantities, pricing, and shipping details
• Cross-check orders against quotes, and project requirements to ensure alignment as well as participate in training customer service representatives.
• Coordinate with production and stakeholders to ensure smooth order fulfillment
• Provide status updates and follow up with customers regarding order progress and delivery timelines

Supervisory Responsibilities: This job has no direct supervisory responsibilities.

Education/Experience/Skills: High school diploma or GED required. Minimum of 2 years of customer service experience, preferably in construction, manufacturing or architectural products. Demonstrated knowledge of commercial construction products such as doors, storefront and curtain wall systems is preferred. Strong communication and problem-solving skills. Strong attention to detail and ability to manage multiple tasks. Time management and ability to handle multiple orders simultaneously Familiarity with order management, ERP systems. Comfortable working in a team-oriented environment. Be vigilant about safety. Quality - conscious, oriented to excellence.

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 sit. The employee may occasionally be required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. Travel Requirements: The travel required for this position is less than 10%.

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.