CUSTOMER SERVICE REPRESENTATIVE

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.

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.

Recruiter Contact:

ASHLEY LITTLE

View email address on us.fitly.work

YKK AP America Inc. is an Equal Opportunity Employer committed to an inclusive workforce. YKK AP America Inc. will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. YKK AP America Inc. participates in the E-Verify program as required by law. Learn more about the E-Verify program (Opens in a new window) . 

YKK AP America Inc. is committed to working with and providing reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require a reasonable accommodation for any part of the application or hiring process can follow the process outlined below when applying for a position: Provide your name and contact information to YKK AP America Inc.'s Accommodations team at View email address on us.fitly.work . Your request will be responded to as soon as possible. Reasonable accommodations will be determined on a case-by-case basis in compliance with federal and state law.

Employment with YKK AP America Inc. is conditioned upon successfully completing a criminal background check and a negative drug test consistent with state and federal law. 

For candidates applying for positions in the state of California

YKK AP America Inc. will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act San Diego County Fair Chance Ordinance San Francisco Fair Chance Ordinance City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance and any other state of federal law as required. You do not need to disclose your criminal history or participate in a criminal background check until a conditional job offer is made to you. After making a conditional offer and running a criminal background check, if YKK AP America Inc. is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

Notice on Recruitment Fraud

At YKK AP America Inc., we do not ask for personal financial information during telephone, in-person or video interviews nor do we charge job seekers fees as part of the recruitment process. YKK AP America Inc.'s recruiting correspondence will be sent by a recruiting representative with @ykkap.com email address and not @gmail.com, @yahoo.com, @hotmail.com or any other email domain service.

If you have concerns related to this issue, consider the following actions: 1) Place a freeze on your credit reports: ; 2) file a complaint with the U.S. Federal Trade Commission: ; and/or 3) file a report with your local law enforcement agency immediately.