Customer Service Representative

Salary Range: $52,000 - $65,000 annually 

Summary: 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.
• Other duties as assigned by management.

Education and Experience Requirements:

• 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 preferred.
• Proficiency in Microsoft Excel and Word.

Skills and Competencies:

Communication Skills:

• Strong verbal and written communication skills.
• Ability to effectively communicate with customers, vendors, and internal teams.
• Excellent organizational and attention-to-detail skills.
• Ability to handle multiple tasks in a fast-paced environment.

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 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) is required in certain areas.

"IND-Fort worth"

Pratt is America's 5th largest corrugated packaging company and the world's largest, privately-held 100% recycled paper and packaging company, with more than 6000 highly-skilled, green-collar employees dedicated to the environment and sustainability.