Customer Service Representative

Unpack your potential and grow with Pratt Industries - full-time year round jobs with a growing manufacturing company. Looking to join a supportive team to grow your career? Look no further! A company that cares, Pratt Industries is looking for new talent to join our family.

Why Choose Us?

At Pratt Industries, we care about our employees by providing secure jobs, a safe work environment, and many supportive benefits. By investing in employees, we are able to offer growth opportunities to build a thriving, lifelong career.

Perks of Pratt?

• Paid Holidays from DAY ONE
• Insurance benefits and wellness reimbursement program within ONE MONTH of hire
• 1 Month: MONTHLY Gainsharing Bonus
• 3 Months: 401(k) with match
• 6 Months: PAID vacation days
• 12 Months: FULL tuition reimbursement and PAID childbearing and parenting leave

Qualifications?

• Strong customer service skills
• Problem-solving skills
• Growth-oriented, friendly attitude
• Project Management

What do Customer Service Representatives do at Pratt Industries?

Our Customer Service Representatives act as intermediaries between customers and several of Pratt’s departments in order to get the customers the packaging they want and need. Think boxes for Domino’s pizzas, moving with Home Depot, Amazon deliveries, Hello Fresh meals, and more! (And yes, we make those!) Building reliable relationships with customers, learning the ins and outs of boxes, and providing excellent service is the foundation of our Customer Service Representative’s responsibilities.

Customer Service Representative

Summary:

This is not a call center position! The Customer Service Representative (CSR) keeps work flowing smoothly through the box plant, taking and processing customer orders, managing new items and projects, maintaining inventory, and making sure that the customer is satisfied at all times. CSRs need to be well organized, detail-oriented, have strong organizational and reasoning skills, and be able to jump from one task to another.

CSR responsibilities with customers:

Project pricing/provide quotes to customers

Project scheduling; establishing delivery time and tracking

Responding to customer questions/ complaints and follow- up with plant personnel as needed

Email confirmations to customers

Process purchase orders

Coordinate accounting credits

Maintain and manage customer inventory

Setup and management of new items and projects

CSR responsibilities within the box plant:

Internal scheduling (with sales/ production)

Timely ordering of materials/ supplies for production

Track warehouse items to ensure availability

Analyze monthly warehouse item usage and restock

Follow-up and confirmation of orders

Internal and external purchasing

Maintain customer files and pricing

Setup and management of new items

Record and distribute customer order changes

Additional duties as assigned by management

CSR project responsibilities:

Project status reports

Working with suppliers

Routing and confirming production specs

Ensuring delivery date is known internally and followed

Handling customer questions/ complaints

Tracking and utilizing spreadsheets daily

New customer onboarding

CSR skill sets:

Excellent verbal and written communication

Intermediate math skills including the ability to add, subtract, multiply, divide in all units of measure, specifically fractions and decimals; compute rates, ratios, percentages and calculate figures and amounts such as discounts, costs, proportions and volumes

Exceptional organizational skills and time management

Ability to apply common sense in carrying out instructions in written, verbal and diagram (graphic) form

Multitasking ability to solve various problems and deal with a variety of situations in which little detail or standardization exists

Ability to read and interpret documents such as sales reports, operating instructions, training and procedure manuals

Ability to write routine reports, correspondence and emails

Ability to read and understand a tape measure

Ability to prioritize projects and daily functions

Microsoft Office/Google Suites 

CSR education/ experience:

High school diploma or equivalent

Some college or technical coursework

Preferred candidates have:

Experience in a manufacturing environment

Corrugated industry experience

Experience with Amtech and other business systems such as Microsoft Office and Google Suites

Business to business experience

Technical skills required:

Application knowledge of computer data entry

Application knowledge of products and production processes

Microsoft Office (Excel, Word), Google Suites (Gmail, Google Docs, Google Drives)

LANGUAGE SKILLS

Strong communication skills.  Ability to read and interpret documents such as business and performance reports, operating and maintenance instructions and procedure manuals.  Ability to write business reports and correspondence.  Ability to speak effectively before groups of customers, the general public, managers, and other employees of the organization.  

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, and volume.  Ability to compute rates and ratios.  Ability to generate and interpret graphical representations. Understanding of fractions and decimals in regards to dimensions.

REASONING ABILITY

Ability to solve a variety of problems and deal with a variety of situations where only limited information or standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. 

PHYSICAL DEMANDS

Employee is regularly required to walk, talk, 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 in the plant, the employee may be exposed to wet and/or humid conditions, moving mechanical parts, and fumes or airborne particles.  The noise level in the plant environment is usually loud.

Skills needed for advancement include:

Excellent customer service

Working knowledge of corrugated manufacturing processes

Understanding of office procedures

Job-related math skills

Communication skills

Ability to make sound judgments

Advanced project management skills

Leadership skills required:

Superior time management

Ability to help others learn quickly and efficiently

Crisis management; great emotional control

Pratt is America’s 5th largest corrugated packaging company and the world’s largest, privately-held producer of 100% recycled containerboard, with more than 9000 highly-skilled, green-collar employees dedicated to the environment and sustainability. Pratt was founded in the USA more than 30 years ago and, since then, has shown dramatic growth with sophisticated manufacturing facilities in more than 27 states.