Customer Service Representative

Pratt Industries, Inc.; Kentucky; On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical, Dental, Vision

HSA

Wellness reimbursement

Company gain share bonus

401K Matching

Vacation time

Job summary

Pratt Industries, Inc. is seeking a Customer Service Representative to process orders, respond to inquiries, and resolve complaints while supporting sales and production teams.

The CSR will manage inventory, ensure accurate fulfillment, and communicate updates to customers. Proficiency in Excel and MS Word is preferred for reporting and documentation tasks.

Qualifications

• High School diploma or GED required.
• 3+ years in customer service or administrative role preferred.
• Experience in manufacturing environment
• Proficiency in Microsoft Office Suite.

Responsibilities

• Process customer orders and manage order acknowledgments.
• Address inquiries and resolve complaints.
• Maintain records of customer orders and changes.
• Collaborate with Sales, Production and Accounting to ensure smooth order flow.

Skills

Customer service

Excel

Communications

Problem solving

Office suite

Education

High School diploma or GED

Tools

Microsoft Excel

Word

Job description

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.
• Additional Responsibilities
• Other duties as assigned by management.

Education and Experience Requirements:

• Preferred:
• 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.
• Proficiency in Microsoft Excel and Word.

Skills and Competencies:

• Communication Skills:
• Excellent verbal and written communication skills.
• Ability to effectively communicate with customers, vendors, and internal teams.
• 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.
• 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) may be required in certain areas.

Additional Information

• Eligible for benefits within 1 month of hire
• Medical, Dental, Vision and HSA - Earn up to $1,200 just for walking!
• $500 Annual Wellness Reimbursement
• Company gain share bonus (paid out monthly)
• 40 Hours of Vacation time granted after 6 months of employment
• Positive safety and team culture
• 401K Matching Program

EEOC Statement

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

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