Customer Service Representative

SUMMARY

A Customer Service Representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems with customer accounts, including maintaining accuracy and efficiency. Ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

DUTIES AND RESPONSIBILITIES

• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Ability to problem solve and confidently trouble shoot and investigate for more information needed to resolve customer complaints
• Identify and access customer needs to achieve satisfaction
• Back up to other customer service accounts as appropriate
• Provide accurate, valid and complete information by using the right methods/tools
• Proficient in software systems and practices
• Ability to multi task, prioritize and manage time effectively
• Process 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
• Generate reports and assist in completing special projects
• Track warehouse items to insure 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

• Minimum high school diploma or GED required
• 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.

“Opportunities are always in front of us. With our future growth plans there will be many exciting opportunities for all existing and future employees. We believe in continuous investment in our employees and assets which helps create an exciting, growing, and sustainable environment. I hope you have the chance to thrive and take advantage of these opportunities here at Pratt Industries.”

-- Brian McPheely, Global CEO, Pratt Industries