Customer Service Representative

Customer Service Representative

Reports to Customer Service Manager/Customer Service Rep Lead

Take and process customer orders and address all customer inquiries and complaints.

Duties and Responsibilities

Take customer orders either directly from customers or sales representatives.

Place orders on a timely basis for purchases of materials and supplies to be used in production.

Process billing.

Handle customer complaints and questions and follow-up with appropriate internal personnel as required.

Maintain customer files.

Process new items.

Process purchase orders.

Coordinate accounting credits.

Record and distribute customer order changes.

Fax confirmations to customers

Assist sales personnel as appropriate and assist in generating supplemental sales.

Track warehouse items to ensure availability and that agreed-upon minimum/maximum levels are followed. Analyze monthly usages and re-stocking per customer

Complies with company policies and procedures.

Additional duties as assigned by management.

Education and/or Experience

High school diploma or GED

Candidates are PREFERRED who offer the following:

Experience working in a manufacturing environment

Computer data-entry experience

Experience in the corrugated box industry

Language Skills

Excellent communication skills. Ability to read and interpret documents such as sales reports, operating instructions, and training and procedure manuals. Ability to write routine reports and correspondence.

Mathematical Skills

Ability to add, subtract, multiply, divide in all units of measure. Ability to compute rates, ratios, and percentages and calculate figures and amounts such as discounts, costs, proportions, and volumes.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram (graphic) form. Ability to solve a variety of problems and deal with a variety of situations where only limited information or standardization exists.

Technical Skills

Application knowledge and skill for computer data entry

Application knowledge of products and production processes

Quality standards both ISO and QS

Physical Demands

Employee is regularly required to walk and talk and hear, stand, and sit. Vision requirements include: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

While performing the duties of this job, the employee is frequently exposed to wet and/or humid conditions, moving mechanical parts, and fumes or airborne particles. The noise level in the work environment is usually loud.

Performance Measurements

The performance of the Customer Service Representative will be measured as follows:

Operating standards - The employee will need to meet or exceed the Operating Standards set in the area of sales and customer service. Such standards will be set annually and communicated to the representative.

Personal growth - Each year there will be professional goals developed and agreed to by the representative and supervisor.

Employee relations The employee will be evaluated regarding behaviors associated with appropriate human interaction, respect, and communication.

Creativity - This will be evaluated by how active the employee is in participating in advancing the business through new and innovative ideas.

Pratt Industries is America's 5th largest paper and packaging company with more than 6,500 highly skilled employees dedicated to the environment and sustainability. Pratt Industries is one of the largest corrugated packaging companies in America, with sophisticated manufacturing facilities in more than a dozen states. The company operates three of the most modern, cost-effective paper mills in the country, as well as a series of sheet and box plants strategically placed throughout the United States offering a wide range of creative packaging solutions. Pratt Industries is committed to recycling and the environment by "harvesting the urban forest."

Pratt Industries offers competitive compensation plans with incentive opportunities, full benefits package including medical, dental, vision, life, disability, FSA, All State, Pre-Paid Legal, and 401(k) with company match, paid vacation and paid holidays.