Customer Service Representative

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 after just 6 months of service.

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.

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.