Customer Service Representative

Job Title: Customer Service Representative

Reports To: Services Manager

Job Summary:

The Customer Service Representative is responsible for efficiently processing customer orders, addressing inquiries, resolving complaints, and ensuring a positive customer experience. This role requires strong attention to detail, excellent communication skills, and the ability to handle multiple tasks in a fast-paced environment.

Key Responsibilities:

• Order Management: Receive and process customer orders, either directly from customers or through sales representatives.
• Material Purchasing: Ensure timely placement of orders for materials and supplies needed for production.
• Billing and Documentation: Process billing and maintain accurate customer records.
• Customer Support: Handle customer complaints and inquiries, coordinating with internal teams as necessary for resolutions.
• Data Management: Maintain customer files and update records as required. Process new products and purchase orders, and ensure accurate record-keeping of customer order changes.
• Sales Support: Assist the sales team in managing customer relations and driving supplemental sales where applicable.
• Inventory Management: Monitor warehouse inventory levels to ensure product availability, adhering to agreed minimum/maximum stock levels, and analyze monthly usage and restocking needs.
• Communication: Send order confirmations and other relevant updates to customers via fax or email.
• Compliance: Adhere to company policies and procedures at all times.
• Other Duties: Complete additional tasks as assigned by management.

Qualifications:

• Education & Experience:
• • High school diploma or GED required.
  • Preferred candidates with experience in manufacturing or the corrugated box industry.
  • Data entry experience and familiarity with production processes are highly desirable.
• Skills:
• • Communication: Excellent verbal and written communication skills in the English language. Ability to interpret and generate reports and correspondence.
  • Mathematical Proficiency: Ability to perform basic math functions (addition, subtraction, multiplication, division) and calculate rates, discounts, and other numerical data.
  • Problem Solving: Strong reasoning skills with the ability to resolve problems and handle a variety of situations, often with limited information.
  • Technical Skills: Competence in computer data entry and familiarity with product knowledge and production processes.
  • Quality Standards: Understanding of ISO and QS standards is a plus.

Physical Demands:

• Regularly required to walk, talk, and hear, as well as stand or sit for extended periods.
• Vision requirements include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

• The role involves working in environments with fluctuating humidity, moving mechanical parts, and exposure to fumes or airborne particles.
• Noise levels in the work environment can be loud.

Performance Metrics:

• Sales and Customer Service Standards: The employee will be evaluated based on meeting or exceeding sales and customer service operating standards.
• Professional Growth: Annual goals for professional development will be set in collaboration with the supervisor.
• Employee Interaction: Evaluation of how well the employee fosters positive relationships and demonstrates respect and communication with colleagues.
• Creativity: Assessment of the employee's contribution to business improvement through innovative ideas and active participation.

Pratt is America's 4th largest corrugated packaging company and the world's largest, privately-held 100% recycled paper and packaging company, with more than 10,000 highly-skilled, green-collar employees dedicated to the environment and sustainability