What are the responsibilities and job description for the Customer Service Representative (CSR) position at Pratt Industries?
Position Summary:
The Customer Service Representative (CSR) serves as the primary point of contact between the company and its customers, acting as a vital link between the customer, sales, and operations teams. The CSR is responsible for receiving and processing customer orders, addressing routine inquiries, and resolving order-related issues. Our CSR's keep work flowing smoothly through the manufacturing facility involved in turning recycled paper into sheets of corrugated board and getting them to our customers.
Key Responsibilities:
- Accurately record, organize, and process customer orders and inquiries received via telephone, email, or in-person interactions.
- Place timely orders for materials and supplies required for production.
- Monitor and track order activity, promptly alerting relevant staff to potential delivery issues.
- Maintain and update customer files to ensure accurate and up-to-date records.
- Process new item setups and manage purchase orders.
- Record and communicate customer order changes to the appropriate teams.
- Send order confirmations to customers promptly.
- Provide support to sales personnel and contribute to generating supplemental sales opportunities.
- Track and manage warehouse inventory levels, ensuring availability and compliance with agreed minimum/maximum thresholds.
- Analyze monthly inventory usage and coordinate re-stocking based on customer needs.
Key Competencies:
- Customer Focus: Prioritizes satisfying internal and external customers. Resolves issues promptly, communicates effectively to ensure alignment and satisfaction, and operates with customers' best interests in mind.
- Communication: Clearly conveys thoughts and ideas through written, verbal, and non-verbal methods. Actively listens to promote understanding with the target audience.
- Collaboration: Works well with others to achieve shared goals. Builds strong interpersonal and team relationships, fostering trust, respect, and mutual enthusiasm. Resolves conflicts constructively.
- Problem-Solving: Identifies and analyzes problems, evaluates information for accuracy and relevance, and develops logical solutions. Makes informed recommendations and decisions using a systematic approach.
- Growth and Results Orientation: Demonstrates curiosity and a willingness to learn. Seeks to understand new concepts and processes while setting meaningful personal goals to improve productivity.
- Organizational Skills: Plans and monitors work systematically to achieve objectives, ensuring desired results are met efficiently.
Ideal Technical Skills:
- Proficiency in Microsoft Excel and Google Suite
- Application knowledge of products and production processes
- AMTECH Experience
Education and Experience:
- Required: High school diploma or GED
- Preferred: Customer service experience in a manufacturing environment or a similar industry
Physical Demands: Ability to sit, stand, walk and move between workspaces for extended periods. Some lifting may be required (up to 25 pounds)
Work Environment: The role is primarily performed indoors in a climate-controlled office environment. It is largely sedentary, involving prolonged periods of sitting, with occasional standing or walking. This position requires regular interaction with internal teams and external customers, with occasional travel to client sites.
Requirements:At Pratt Industries, we are proud to continue the legacy of service to the Oklahoma City community started by Love Box in 1954. We create solutions from recycled content, eliminate waste in landfills, and protect the environment. Be a part of our mission to be the best vertically-integrated paper, packaging, and resources recovery company in the western hemisphere.
In addition to meaningful work and a sustainable mission, we offer competitive compensation plans, a full benefits package, including medical, dental, vision, life, disability, All State, Pre-Paid Legal, and 401(k) with a company match. You will also enjoy paid vacation, paid holidays and childbearing and parental leave.
Join our dynamic team at the Pratt Oklahoma City corrugating location, where we employ more than 150 dedicated individuals.
