Customer Service Representative

Title: Customer Service Representative

Reports to: Customer Service Manager

Summary: The Customer Service Representative (CSR) is responsible for processing customer orders, addressing customer inquiries, and resolving complaints while maintaining a high level of customer satisfaction. The CSR plays a key role in managing inventory, ensuring accurate order fulfillment, and supporting both the sales team and production departments to meet customer needs in a timely manner.

Key Responsibilities:

• Order Processing & Management

• Take and process customer orders in a timely manner based on customer needs and plant production schedules.
• Ensure accurate processing of purchase orders and manage order acknowledgments.
• Maintain up-to-date records of customer orders and any changes to the order, ensuring all confirmations and paperwork are properly communicated.

• Inventory & Reporting

• Monitor and maintain inventory levels for all required products.
• Update and distribute daily reports to customers, providing them with necessary order information and updates.
• Run and review reports for correctness, ensuring that all data is accurate and up-to-date.

• Customer Relations & Support

• Serve as the primary point of contact for customer inquiries, complaints, and issues.
• Follow up on customer concerns and resolve any issues by collaborating with internal teams as needed.
• Process and track new item requests, ensuring necessary documentation is collected and approvals are obtained before production.

• Collaboration with Internal Departments

• Work closely with the Sales, Production, and Accounting teams to ensure smooth order processing and resolution of issues.
• Coordinate and submit tooling paperwork (cutting die/print plates) for approval and production.
• Assist sales staff as needed with customer accounts and sales-related tasks.

• Process Improvement & Compliance

• Adhere to the daily machine schedule and proactively recommend improvements to optimize production schedules while meeting cost, quality, and delivery goals.
• Support and follow all company policies, procedures, and safety guidelines.
• Maintain a professional, positive, and productive relationship with all team members.

• Additional Responsibilities

• Other duties as assigned by management.

Education and Experience Requirements:

• Preferred:

• High School diploma or GED.
• Minimum of 3 years’ experience in a customer service or administrative role, preferably in a manufacturing environment.
• Experience in the corrugated container industry.
• Proficiency in Microsoft Excel and Word.

Skills and Competencies:

• Communication Skills:

• Excellent verbal and written communication skills.
• Ability to effectively communicate with customers, vendors, and internal teams.

• Mathematical Skills:

• Ability to perform basic arithmetic calculations and compute percentages, ratios, and rates as required for order processing.

• Reasoning and Problem Solving:

• Ability to apply common sense and critical thinking to solve a variety of customer and operational issues.
• Able to work independently and make decisions with limited information.

• Technical Skills:

• Proficient in Microsoft Office Suite (Word, Excel).
• Knowledge of production processes and quality standards (ISO and QS).

• Leadership Attributes:

• Strong time management and organizational skills.
• Demonstrated ability to motivate and coach team members.

Physical Demands:

• Regularly required to stand, walk, and communicate effectively with customers and team members.
• Occasional bending, reaching, and handling materials.

Work Environment:

• The CSR primarily work in an office setting with exposure to the manufacturing floor.
• Noise levels may be high in the production areas, and temperature conditions may vary with the seasons.
• Personal protective equipment (PPE) may be required in certain areas.

Qualifications

Eligible for benefits within 1 month of hire

Medical, Dental, Vision and HSA - Earn up to $1,200 just for walking!

$500 Annual Wellness Reimbursement

Company gain share bonus (paid out monthly)

Enjoy paid holidays starting immediately.

40 Hours of Vacation time granted after 6 months of employment

Positive safety and team culture

401K Matching Program

EEOC Statement

Pratt Industries provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.