What are the responsibilities and job description for the Customer Service Representative (CSR) position at Pratt Industries?
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 :
Skills and Competencies :
Physical Demands :
Work Environment :
About Us :
Pratt Industries is America's 5th largest corrugated packaging company and the world's largest privately-held producer of 100% recycled containerboard. With over 9,000 skilled employees dedicated to sustainability, we pride ourselves on our commitment to the environment. Founded in the USA over 30 years ago, we have experienced significant growth with advanced manufacturing facilities across 27 states.
