Customer Service & Order Resolution Specialist

prattinternalcareersite; Lewisburg (WV); On-site; USD 28,000 - 42,000; Full time

Job summary

Pratt Industries, located in Lewisburg, WV, is seeking a Customer Service Representative to act as a liaison, provide product information, and resolve issues with customer accounts. You will maintain accuracy, respond to inquiries, and ensure high levels of customer satisfaction.

The role requires clear communication, data-entry proficiency, and ability to manage multiple tasks in a manufacturing setting. Candidates with box industry experience are preferred.

Qualifications

• High school diploma or GED required.
• Experience in a manufacturing environment preferred.
• Computer data-entry experience beneficial.
• Experience in the corrugated box industry is preferred.

Responsibilities

• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Ability to problem solve and confidently troubleshoot 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.

Skills

Customer service

Communication

Problem solving

Data entry

Time management

Multitasking

Education

High school diploma or GED

Manufacturing environment experience

Computer data-entry experience

Corrugated box industry experience

Tools

ISO standards

QS standards

Production knowledge

Job description

Pratt Industries, located in Lewisburg, WV, is seeking a Customer Service Representative to act as a liaison, provide product information, and resolve issues with customer accounts. You will maintain accuracy, respond to inquiries, and ensure high levels of customer satisfaction.

The role requires clear communication, data-entry proficiency, and ability to manage multiple tasks in a manufacturing setting. Candidates with box industry experience are preferred.