Description
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 sit, 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.
Unpack Your Potential and Grow with Us at Pratt Industries!
At Pratt Industries, we’re not just offering a job – we’re providing the tools and support for you to thrive. Here’s what you can expect when you join our team:
Comprehensive Insurance Benefits
- Insurance coverage (if elected) begins on the 1st of the next month following your start date.
Wellness Reimbursement Program
- Stay healthy, stay happy! Get reimbursed up to $500 annually for wellness-related activities.
Paid Holidays from Day One
- Enjoy paid holidays starting immediately. We value your time off!
Retirement Planning with 401(k) Match
- Start building your future with a 401(k) plan, and enjoy a company match after just 3 months of employment.
Vacation time:
- Take time to recharge with paid vacation days.
Tuition Reimbursement
- Ready to learn and grow? Get tuition reimbursement after 12 months with us to help advance your education and career.
Paid Childbearing and Parenting Leave
- We support your growing family! Take paid childbearing and parenting leave after 12 months of service.
