Customer Service Representative

Position: Customer Service Representative

Location: Roanoke, VA

Job Type: Full Time, Salary Non-Exempt

Reports To: Customer Service Manager

 

Perks of Pratt:

Within 1 Month: Eligible for insurance benefits

At 3 Months: 401k with partial match

At 6 Months: PAID vacation days

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Parental leave
• Vision insurance

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Job Description

Overview:

• The Customer Service Representative will manage the day-to-day requirements for our customers. This position is perfect for anyone looking for a career that offers endless opportunities for growth personally and professionally in a rapidly growing, high visibility business.
• The Customer Service Representative will be expected to manage customer business orders and address all inquiries and complaints. This is a fast-paced role requiring the ability to multi-task, problem solve, and work cross-functionally within the plant and office.
• This role will work closely with our team of Sales Representatives and will be directly responsible for building production specifications, accepting and confirming customer purchase orders, confirming inventory availability, ensuring on time and in full delivery, as well as ensuring invoicing accuracy. The CSR position will have daily interaction with Pratt's internal facilities, manufacturing, inventory and logistics teams. The CSR will also have daily interaction with our customers' facility managers and purchasing teams, and will provide rapid responses to all customer inquiries and needs.

 

Primary Responsibilities:

• Working closely with our sales team to promote business retention and growth.
• Creating specs for production with information provided from sales & design.
• Processing customer purchase orders.
• Handling business customer complaints and questions and following-up with appropriate internal personnel as required.
• Confirming On Time and In Full (OTIF) Shipments.
• Providing rapid responses to all customer tactical needs (order needs, order changes, freight questions, etc.)
• Tracking warehouse items to ensure availability and that agreed upon minimum/maximum levels are followed. Analyzing monthly usages and re-stocking per customer.
• Maintaining business customer files.
• Complying with company policies and procedures. 
• Additional duties as assigned by management.

 

Educational Requirements:

• High school diploma or GED
• Bachelor’s degree or equivalent education and experience preferred.

 

Experience Requirements:

• Experience with customer service in the manufacturing industry.
• Experience with management of multiple customer accounts.
• Experience with Amtech software preferred.

 

Required Skills:

• Strong communication skills both written and verbal
• Intermediate computer skills
• Strong math/algebra skills
• Problem solving and critical thinking

 

Physical Demands:

• The employee is regularly required to walk and talk and hear.
• The employee is frequently required to stand; use hands to finger, handle, or feel; and reach with hands and arms. 
• The employee is occasionally required to sit. 
• Vision requirements include: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

 

Performance Measurements:

• Operating standards - the employee will need to meet or exceed the Operating Standards in the areas of sales, customer service, quality, cost, safety, customer satisfaction and productivity. Such standards will be set annually and communicated to the Service Manager.
• Personal growth - while the company will provide the tools to assist the CSR to grow professionally the responsibility for moving forward lies with the individual. Each year there will be goals developed and agreed to by the GM and his/her superior.
• Employee relations - through observations the CSR will be evaluated regarding his/her skills and advancements in the areas of motivational techniques and results, positive and corrective/constructive feedback, subordinate development and creating a positive work environment.
• Creativity - this will be evaluated by how active the CSR is in participating in advancing the business through new and innovative ideas.

Qualifications

Pratt Industries is America’s 5th largest paper and packaging company with more than 7,500 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.

Pratt Industries provides equal employment [and affirmative action] opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.