Home

About FutureForce®

Meet the Team

For Employers

Primary Industries

Creative, Cultural, recreation and technology

Construction and Infrastructure

Manufacturing, Engineering and Logistics

Service Industries

Health, community and social services

Explore all sectors

Career Planning

Applying for Scholarships

Work readiness

Employability Skills

l

Job Hunting

Tips for Whānau

Subject Choices

Get Started

Behind the Scenes at APL: Crystal’s customer-focused career

Ever wondered what it’s like to work behind the scenes at one of New Zealand’s biggest building industry suppliers? Meet Crystal Kerr, a former Cambridge High student and now Customer Service Representative at APL – where windows and doors are just the beginning!

Crystal’s story (which you can check out below) is a great example of how your career path doesn’t have to be a straight line. She started in hospitality, moved into admin, tried dispatch leadership, and finally found her groove in customer service. Now, she’s the friendly voice helping fabricators and builders across the country get the right products and support.

Crystal Kerr

Customer Service Representative

Crystal’s Career Advice

“Take your time and don’t be afraid to ask questions —
No question is a dumb question.”

A chat with Crystal about her role

What does your job involve?

As a customer service rep, I work with set customers on a daily basis. I help them order hardware and doors, along with answering any technical questions they may have. It is important for me to build relationships with these customers so they feel comfortable reaching out to me with questions.

How did you get into this role?

I started at APL in an admin assistant role, helping my boss with tasks throughout her day. I then moved into a role on the floor, working as a team leader in dispatch. I felt I was not quite ready for this team leader role and then moved into my role in customer service. From my experience in hospitality, I am confident with customer service and felt this would be a good chance to get a feel for the business and products. I enjoy acting as a connector between the shop floor and the destination/fabricators we work with.

Have you done any prior study?

I have done a Business and Administration course (Career Academy) and a Team Leadership course (Wintec).

What led you to where you are now in your career?

Prior to this job, I had worked in hospitality since high school, which taught me a lot of people skills. I enjoyed the customer connections I made in retail but often found I went home feeling exhausted. This role allows me to connect with customers in a similar way.

Are there any technical skills you have learnt on the job?

APL has hundreds of thousands of different parts and components, all with different numbers, so getting my head around this has been something I have had to learn.

What kinds of interpersonal skills have you learnt here?
A big thing I have learnt is how to work within a large-scale team. I have enjoyed seeing how everyone’s different roles connect to come together and meet the same goals. I have grown my time management, scheduling, and coordinating skills since working in the role.
What about this role interested you?
I have always liked the idea of working in a corporate/office setting and working in a tight-knit team. This was something completely different to what I experienced in hospitality roles.
What do you love about your role?
I find it really interesting that we supply and talk to people across the country. Seeing how big APL is, and the different departments within the organisation, and the potential for career progression.
What have you found challenging?
My biggest challenge was when I first started—I felt like I needed to learn everything immediately. I soon realised this would come with time, and once I built my confidence, I realised I knew more than I let on.

Crystal Kerr

Former Cambridge High School Student

Crystal’s inside advice

What kind of person suits your role?

Someone who is bubbly and energetic is key, as you are constantly talking to people.

What advice would you give someone?

If you love being social and want to find a career that uses those skills, this is the perfect job.

If you consider yourself a people person, this role will be a good fit for you—and if not, it can be a great way to come out of your shell.

Are there important school subjects?

English is the biggest one, computer skills and communication. IT is also a good subject so you can know your way around a computer and how to use it.

What advice would you give yourself in high school?

Try and find something that you love and figure out how you can make a career out of this. Once you find this thing, just go for it!

What’s APL all about?

APL is a family-owned Kiwi company that designs, manufactures, and distributes window and door systems across Aotearoa. With more than 200 staff at APL and 600+ across the wider Profile Group, they offer a huge range of roles – from hands-on factory work to high-level business development and support.

When did you feel like you were in the right place?

A standout moment for me was when we had a co-worker leave who had been in the industry for many years. She had taught me a lot when I came into this role, so I freaked out when I found out she was leaving. I wasn’t confident in my knowledge without her here; however, I realised I actually do know more than I realised.

What steps can you take from here?

Anything, to be honest. APL is huge and there are constant opportunities to grow and progress. I am aiming to be in a leadership role one day, as I enjoy this responsibility.

Learn more about careers in APL’s workshop

Visit Website

Grab a Snapshot of Crystal’s Career Profile