What are the responsibilities and job description for the Customer Service Representative position at Pratt Industries?
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
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.
- 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.
- 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.
- Regularly required to stand, walk, and communicate effectively with customers and team members.
- Occasional bending, reaching, and handling materials.
- 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.